The QoS that customers experience is very largely determined by how well the supplier organisation meshes with the customer. The customer service surround needs to be considered as one of the key elements in delighting customers and in winning and retaining business. It must be designed as an integral part of the supplier's business, not a costly and ad hoc adjunct. Every aspect of it needs to be viewed from the customer standpoint and not the organisational standpoint.
Service surround and customer relationship management, Page 1 of 2
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