Blog

Just a customer

This post is the fourth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The fourth obstacle is nonchalance. Nonchalance is defined as having an

October 10, 2011

“No problem” and other communication faux pas

Language, it seems, has become pretty casual in many customer service settings. I’ve had waiters refer to me as “man” and hear “no problem” from frontline employees, as well as their supervisors, in a variety of situations. We can all think of alternatives to referring to a customer as “man”

April 30, 2009