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This can vary by industry, and how forward facing or customer facing your organisation is. If customer care is face-to-face, then you may be able to achieve this in a few minutes in a restaurant or hotel. If you are a large organisation, then ongoing research and feedback mechanisms should be in place for your customers to tell you if they are happy or not. This could be the responsibility of a team, or a person, depending on the size of your business and your market share. If you have competitors, good customer care can secure repeat business. If you have few competitors, perhaps you choose to spend your time on setting your quality standards early and trying to maintain them for review in another year, perhaps.
Good customer care can cost a lot of money, but it’s something worth investing in.
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