with Terry Siebert
Last week, after finishing up my shopping, the last point of contact in the store was with the bagger. After she finished up, she sent me on my way with, “Have a nice day.” Unfortunately, she said this with a tone like, “Your dog died.” Not very friendly and certainly not very focused on the customer. I am sure that this place has a manual that tells their baggers to say the phrase. That same manual might even suggest that it be said with a positive attitude. However, what happened is an indicator of how many customer service people go through the paces and really do not have a customer-focused attitude.