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Good customer service has to come from the management itself, before it comes from the staff; which means that the management of an organization is responsible to create a range of products that can fulfil its customers’ requirements, market the products, and standardize its working environment by providing the staff with job descriptions, KPIs and SOP’s; so that every staff member will know where his responsibility starts and where it ends.
Some ways to improve the customer satisfaction are:
- Customer surveys
- Customer feedback
- Mistry shopper
- Competitive industry
