Customer care is the job of everyone, but it's up to management to find ways to keep it going, every day, every week, never ending. But how?
A process for keeping it going....
Encourage a daily review by everyone, maybe every day, maybe at random:
Did I think "Customer! Important!" before talking to them?
Have a monthly review, formally, as a meeting:
What is annoying our customers most at the moment?
You can add your own questions to the lists above. But I hope they form a useful start....
Onwards and upwards
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