Well, clearly the verbosity's open to ridicule. But is the underlying intention?

I know for a fact that the single most consistent customer service failing I have to address with clients is the failure of managers to appreciate that the front line staff - those often poorly paid and unrecognised stalwarts - ARE the company to most customers! Their abilities (and shortcomings) tend to define the whole experience for many customers. Worth trying to focus some more attention on the public-facing elements of those jobs? ~ I'd say a thousand times yes.