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I have just spent the last half hour trying to complete an online form for my healthcare insurance company to change all my passwords as they sent notice that they have had a breach in their systems. Feeling they were being proactive in sending out this email and appreciating their honesty and transparency in notifying […]
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Today, I have a guest blogger who shares my passion for service excellence, and also like me, studied Philip Crosby’s approach to quality management back in the 80’s. Today, Gautam Majatan, based in India, has looked to implement many of the Quality tools that were used to improve quality back then, to redirect those tools […]
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Customers may become dissatisfied for a variety of reasons. They may be unhappy with the product, they may feel they were treated poorly or unfairly, they may think they have been taken advantage of. Whatever the reason, once they come to you, it is now important for you to try to turn them around and […]
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