A few comments from customer service calls received by Liberty Stores are presented:

I loved the design of the shirt. The size fitted me very well. However, the fabric seemed flimsy. I am calling to see if you can replace the shirt with a different one; or please refund my money.

I was running late from work, and I stopped by to pick up some groceries. I did not like the way the manager closed the store while I was still shopping.

I stopped by to pick up flowers. The checkout line was very long. The manager was polite but did not open new cashiers. I was late for my appointment.

The manager promised that the product will be there, but when I went there was no product. The visit was a waste. The manager should have compensated me for my trouble.

When there was a problem with my catering order, the store manager promptly contacted me and quickly got the kinks out to send me replacement food immediately. The staff is very courteous.

Discussion questions:

$1.$ Create and post a Term Document Matrix $($TDM$)$ with no more than six $(6)$ key terms. $($Hint: Treat each comment as a document.$)$

$2.$ Analyze your TDM and provide two $(2)$ key findings for the customer service manager at Liberty Stores.