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Organisations in the private and public sector face a constant challenge: to meet - and exceed - the demands of their customers, whilst improving business efficiency and controlling cost. What does this feel like for the customer? What happens when organisations get it right - or very, very wrong? This blog shares some of my thinking, advice and experience in some of the best, and worst, in customer service delivery.
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29 January 2015
Improving service performance : Why complaints hold the key
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I appreciated all of the planning and strategizing that goes on in the background to help improve customer relations and customer service. I just wish more companies had a better follow through. There is room for improvement in all areas of customer service and the customer is always the one who suffers.
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