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- DocumentoChapter 9SERVICE QUALITY Customer service is the set of activities an organization uses to win and retain customer’s satisfaction. It can be provided before, during, or after the sale of the product or exist on its own. Elements of customer service are Organization 1. Identify each market segment. 2. Write down the requirements. 3. Communicate the requirements. 4. Organize processes. 5. Organize physical spaces. Customer Care 6. Meet the customer’s expectations. 7. Get the customer’s point of view. 8. Deliver what is promised. 9. Make the customer feel valued. 10. Respond to all complaints. 11. Over – respond to the customer. 12. Provide a clean and comfortable customer reception area. Communication 13. Optimize the trade – off between time and personal attention. 14. Minimize the number of contact points. 15. Provide pleasant, knowledgeable and enthusiastic employees. 16. Write document in customer friendly language. Front-Line people 17. Hienviado porBasit Aziz
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- Documento02-Contemporary Comment (I)The land of the Indus is not particularly fertile for revolutions. An individual has to operate as the member of a family, a clan and different social networks. Political ambition too has to contend with the same web-like social structure. Yet, in Pakistan’s brief history, there was a leader who mesmerised the masses to overturn the fossilised system in place. Once in power, Zulfikar Ali Bhutto started behaving ‘normally’ and was no different from the authoritarian feudal masters of this land. But he managed to maintain his link with the people, chose the gallows over dishonour and his legend, therefore, lives on. Bhutto’s daughter, Benazir directly inherited his populism and carried it forward. Her heirs have tried hard to keep the flame burning by posturing as Robin Hood – doubling the minimum wage and launching relief packages like the Benazir Income Support Programme (BISP). But they lack the charisma the two Bhuttos had. The land of the Indus isenviado porBasit Aziz
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