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Overemphasis on sales when customers call about a question or problem with their account. Management requires us to sell something on every call, even if it's just the idea of using a credit card more often. In our training, we are told to ask the customer personal questions nobody should ask a stranger just to make a sale.

Culture shifted and became a very competitive internal culture where information was not easily shared, and individuals were closed-minded, carried impressions of others without ever having any true experience with them, and played favoritsm with those within their inner circle.