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Unit 2

Unit 2

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Published by Sunil Pillai

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Published by: Sunil Pillai on Apr 04, 2011
Copyright:Attribution Non-commercial

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05/12/2014

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Unit 2
Customer Behavior in Service
 
Customer expectation of services
‡
Timeliness and reliability
‡
Timely and accurate delivery with accuratefollow up
‡
Total order entry and all communications withcustomers and total control of defects
‡
Fulfilling customers orders and follow up onany activity that has gone wrong
 
Christophers four key steps in creating acustomer service strategy1. Identifying a service mission2. Setting customer service objectives3. Customer service strategy4. Implementation

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