Send us Fan Mail The Customer's Perspective Goal-Oriented: Shoppers usually have a specific item or objective in mind. When they can't find what they need or encounter delays, they view obstacles as a waste of time. Transactional Power: Customers hold the buying power and want their needs met swiftly. When frustrated, they sometimes unfairly hold front-line workers responsible for broader corporate policies or staffing shortages. The Retail Worker's Perspective The "Customer Service Persona":...