When delta acquired northwest airlines, delta’s cio said she needed to merge 1,199 computer systems down to about 600. passengers were annoyed by the frequent snags, and during the transition, delta was ranked worst for customer service; there were complaints about lost bags, late arrivals, poor flight service, and other frustrations.

Hilary works at klothes kloset. she quickly the customers, and her cash drawer is always correct at the end of her shift. however, she never tries to "upsell" the customers (for example, by asking if they would like to purchase earrings to go with the shirt they chose or by suggesting a purse that matches the shoes they are buying). give hilary some constructive feedback on her performance.