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I bought tickets for this weekend’s event, but they’re not showing up on my app.  I was told we could request a refund, but I don’t see a way to do that online.  I need this fixed by tomorrow.  The information on my bill is wrong, and it says it’s due next week. The customer […]

Ginny liked the interaction with her doctor.  She enjoyed chatting with him.  Ginny was a grandma, had been dealing with doctors all her life, and some of the interactions and experiences were better than others. Was this doctor experienced?  Yes.  Was he intelligent?  Yes.  Was he knowledgeable of what she was going through and the […]

The customer is often the ultimate supplier of the information we need to help them.  So, we want customers to be open with us, to share their feelings, goals, issues, perceptions. Building trust is a long-term enterprise, but many of us don’t have much time with the customer.  However, we still need the customers to […]