What could be a cause of "overall poor service" issues?

Unrealistic policies and procedures can significantly contribute to overall poor service issues. When policies are too rigid or impractical, they can hinder employees from effectively addressing customer needs and providing a smooth, enjoyable experience. Employees may feel frustrated if they are constrained by rules that don't align with customer expectations or the realities of day-to-day operations. This misalignment can result in delays, inadequate responses to customer inquiries, and an overall lack of service quality, leading to a negative perception of the organization.

In contrast, strong employee performance, high customer satisfaction levels, and effective training programs generally indicate that an organization is functioning well. These aspects tend to foster a positive service environment rather than contribute to service issues.