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I will listen carefully to the issue on hand, seeking to demarcate the person and the issue. If there is any shortcoming noticed in how the issue was handled by the Senior Officer or Manager, i will make note of the same. I will assess the gap between the expected service and the actual service. Once the gap is identified, will resolve the matter with the customer to his satisfaction. Simultaneously i will have a feed forward session with my Senior Officer or Manager on the gap in service as i perceive and request his support to close this gap which is impacting the Company image.
