Posted by RandyB on February 20, 2004 at 14:46:54:
In Reply to: Re: Re: Re: Tuba Consumerism & Emails posted by Rick Denney on February 20, 2004 at 11:23:30:
I agree whole heartedly with the concept of relationship. In another life I managed an Egghead Software store. Our corporate office was very specific about treatment of the customer. As you stated before, the real customer is right in front of you. It is appropriate to tell the telephone customer that, offer to take their number to call back (and then actually call back) or wait on hold. The issue here in relationship is attitude, either of respect and concern or disdain. Your Starbuck's story is countered by a friend of mine who ordered a small decafe coffee with cream. The clerk shouted out, "Gimme a Slim Why Bother!" My friend thought that was an excellent suggestion given the attitude of the clerk and left.