Understanding customers isn’t as easy
as it first seems. If you go to three lectures on customer service, you’ll
probably here three different viewpoints, some of them conflicting.
So it’s no surprise that our readers
sent in so many questions about shopping behavior. So many questions, in fact,
we had to divide them into two months.
This month’s questions primarily focus on what our
panelists think of customer service and what they don’t like about shopping.
Meet this month’s consumers:
Mechelle Singletary lives
in the mountains of northern Georgia with her husband and daughters. She runs a
tutor program for 14 home-schooled children. Her rural home sits on 5 acres.
Kiersten DeBrower, 31, is
an executive assistant and lives in Evanston, Ill., in a house with a 24-bush
rose garden, a 44-square-foot vegetable garden and a couple of flower beds. She
moved in two years ago and discovered she loves gardening.
Jennifer Gaul, 28, is a
food scientist. She and her husband live on a couple of acres about 15 minutes
outside Atchison, Kan. They are expecting their first child.
Click on a page below to download each article's PDF file.
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