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Category: Training

Quality Customer Service

I did a lot of talks and lectures and keynotes and one of my favourite topics is quality. Especially when it comes to customer service. It goes hand in hand with my passion for selling.
Well, here is a perfect example of what quality is, or in this case … isn’t.
Quality is defined as “Conformance to requirements.”
I was just out shopping at Sobeys. I like the place. The brand works for me. Nice enough experience – not Bruno’s nor Whole Foods – but clean, good prices and selection plus, it meets “my requirements.”

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By Peter Mosley The following provides the guidelines for a Quality Program as determined through customer satisfaction: Determine customer requirements How does a company learn what its customers really want? What market segments or niches does it aim at, and how does it learn about…

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