11.02.2005

buzz-phrase of the day

"experience sensitive to cost" - a customer who does not spend much money with the company (or only has services with a very small overhead) should expect their customer service to suck it. Mr. Executive’s (yes, that one) first attempt to talk about customer service painted this idea in a much brighter light. we need to identify our higher paying customers and make sure their experiences are of a very high caliber. his second attempt (when someone asked how much of our call center and help desk staff was going to be off-shored) was much less well spun and included the above phrase.

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