Project Management

How to Create a Customer Service Process that Enhances Your Bottom Line

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Executive Summary

A complaint about complaints.

There’s an assumption that the number of complaints received is a perfect reflection of the number of customer problems. If complaints go down, other numbers such as warranty and service costs will go down as well. In fact, complaints are often a poor indicator of the level of problems and dissatisfaction. Focusing on that number causes counter-productive behaviors in many managers and employees.

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