If you’re serious about writing a memoir, what topics should you include, and what can you leave out? And how honest can you really be about the other people in your life? Some of America’s leading memoirists wrote things they lived to...
A Greencastle, Indiana, caller is bothered when his colleagues talk about servicing a customer–and with good reason. Servicing a client has long been associated with prostitution. Serving a client is a better phrase. This is part of a complete...
A customer-service representative from Seattle, Washington, is curious about the phrases people use as a part of leave-taking when they’re finishing a telephone conversation. Linguists who conduct discourse analysis on such conversations say...
Scottish cocktail party n.—Gloss: A jocular, possibly nonce, term for “a fight.” «If I get into a Scottish cocktail party with a business, I commonly ask for a written letter of apology.» —“Did eBoost Media customer...
bust on someone v. phr.— «Recently, I busted on several companies that had lost touch with the concept of customer service.» —“Workers still laboring to do their best” by Dan Gainor in Baltimore...
high-touch adj.— «We face a recurring problem, one of segmentation. We need to segment customer groups and be able to reach all of them—those that need high touch and those that need high tech. All of us are talking about meeting banking...