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High-Tech, High-Touch Customer Service by Micah Solomon

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chapter 7sangria, sippy cups, and jesse venturaautonomy versus standards

in news stories that had the Twittersphere absolutely buzzing (there’s no better word for it), two of America’s largest casual restaurant brands—Applebee’s and Olive Garden—managed, in separate incidents, to serve alcoholic beverages to a fifteen-month-old and a two-year-old, respectively (alcoholic margarita mix in a sippy cup to the fifteen-month-old; sangria to the two-year-old), between late March and early April 2011.1 In a more deadly incident, one of a string of similar incidents at medical facilities, the Fresno Community Regional Medical Center in December 2010 gave Elena Silva an accidental 300-milliliter, instead of the intended, similar-looking 300-unit (6-milliliter), ...

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