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Managing Service Quality: The Customer Is Always Right

Service-quality improvements need to be thought through in advance and managed.
Fortnightly Magazine - June 2004

to have satisfied customers. Make sure you are willing to take action necessary to measure, monitor, and move the organization to create satisfied customers. Then focus on the customer. Find out why customers call you, write to you, complain about you, and don't pay you. Underneath that body of learning is a rich vein of broken processes, bad perceptions, weak internal communications and expectation setting, and lack of focus on the real causes of poor service-delivery quality. Once you get to the real causes and fix them, the service quality metrics will improve, cost per account will improve, and happily, so will morale.

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