Huazhang Business School -- Customer Care Clearing Obstacles in Marketing

Author: Richard W. Buchanan
Publisher:
Publish Date: 2003-07-01
Features: Sally walks into a large supermarket but finds she can't find what she wants at all. Looking around, she sees two cashiers standing behind a nearby counter, chatting. She walks over to them. The two cashiers seem not to notice Sally in front of them; they continue their lively conversation. Finally, Sally must gather the courage to ask one of the cashiers for help. The moment Sally finishes speaking, a quick and abrupt reply comes from the other cashier, the sound loud enough as if to make everyone in the entire supermarket hear: "Sorry, didn't you see we're talking?"