The document discusses various topics in an informal manner using abbreviations and emojis. It mentions lists with numbers and slashes, mentions laughing out loud multiple times, and includes a quote about being yourself that is attributed to Oscar Wilde.
This document discusses age demographics and size distributions for a population, noting that 20-30 year olds make up 90% of the group while 35 year olds comprise 10%. It also touches on size being an important factor and lists several bullet points related to characteristics or attributes.
The document discusses various topics in an informal manner using abbreviations and emojis. It mentions lists with numbers and slashes, mentions laughing out loud multiple times, and includes a quote about being yourself that is attributed to Oscar Wilde.
This document discusses age demographics and size distributions for a population, noting that 20-30 year olds make up 90% of the group while 35 year olds comprise 10%. It also touches on size being an important factor and lists several bullet points related to characteristics or attributes.
This document discusses Donald Norman's book "The Design of Everyday Things" and some of its key ideas. It mentions that Norman analyzes why everyday objects can be frustrating or confusing to use. The document also briefly outlines two principles from Norman's book: visibility of system status and a conceptual model that matches users' mental models. Finally, it notes that Norman advocates for design that incorporates users' needs, experiences, and understanding of how things work.
This document discusses unfair customers (ouke) and how to deal with them from a service perspective. It identifies different types of unfair customers like verbal abusers, blamers, rule breakers, opportunists, and returnaholics. It also discusses perspectives like the lifetime cost of losing a customer exceeds $500 so companies try hard not to offend customers. However, the author argues companies should not ignore unfair customers and should have responses while also maintaining employee satisfaction and overall service quality. Preparing for potential customer unfairness and not rewarding misbehavior are suggested without penalizing fair customers. Rethinking the old wisdom of "the customer is always right" is also proposed.