The Total Customer Service Experience
The article "The Total Customer Service Experience " appeared in the July/August 1997 issue of Gear Technology.
What is a quality product? This is not an idle question. In the Darwinian business world in which we operate, knowing the answer to this question is key to our survival. A whole library of standards and benchmarks is available to help us gage how we're doing, but they don't really tell the whole story.
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