S18E1 - Is The Customer Always Right?
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The Customer's Perspective
Goal-Oriented: Shoppers usually have a specific item or objective in mind. When they can't find what they need or encounter delays, they view obstacles as a waste of time.
Transactional Power: Customers hold the buying power and want their needs met swiftly. When frustrated, they sometimes unfairly hold front-line workers responsible for broader corporate policies or staffing shortages.
The Retail Worker's Perspective
The "Customer Service Persona": Workers develop a highly polished, polite demeanor that they switch on to handle inquiries, stock…
The skinny
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