Research suggests that reducing customer defections by as little as 5% can more than double an organization's profits.
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Q13: Many service organizations have comprehensive service recovery
Q14: Customer service refers to all customer-provider interactions,including
Q15: A customer lifetime value approach is one
Q16: Enlightened service organizations devise plans to manage
Q17: Service recovery is the effort an organization
Q19: Even after elevating customer service to a
Q20: Proactive customer service is a valuable information
Q21: A moment of truth is any contact
Q22: COMPLETION QUESTIONS
Customer Service
Critical Incidents
Service Recovery
Management by Walking
Q23: Empowered frontstage employees can be excellent buffers
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