Pros

Like minded co-workers who understand and act according to the concept that helping the customer is number one. Stable and fair company with a great benefit package...they still pay pensions. In our particular department the people are all really close and enjoy coming to work despite the stressfull nature of the job.

Cons

Since it is such a large company it takes awhile for decisions to be made and actions to be taken and sometimes the people making these decisions are too far removed from the people these decisions will be impacting most, i.e. the customer facing employee and the customer.

Advice to Senior Management

Listen to your customer facing employees more and actively solictic their feedback on how to improve service, technology, etc.