It’s Customer Service Week. I suppose I’m obligated to mention it since I work in the field. It’s just difficult for me to get behind an event staged with banners, buttons, and other chotchkies lauding the importance of customers and customer service when the reality is that many customers at
I recently bought some fresh fish at Whole Foods Market. As is customary, I waited my turn as customers who arrived before me had their orders fulfilled. When it was my turn, an employee behind the counter smiled, made eye contact, and with enthusiasm in his voice asked, “Did you
Let’s do a word association. You know how these work: I’ll name a word and you, off the top of your head, identify a set of words that you associate with that word. Ready? The first word is indifference. What words immediately come to mind? The second word is enthusiasm.
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”
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