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Service quality generally refers to a customer's comparison of service expectations as it relates to a company's performance A business with a high level of service quality is likely capable of meeting customer needs while also remaining economically competitive in their respective industry.

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Reliability Perform promised service dependably and accurately Example receive mail at same time each day Responsiveness Willingness to help customers promptly Example avoid keeping customers waiting for no apparent reason.

Treat every customer well every time Respond quickly and be prepared to make things right for the customer Be clear about what you're doing in your business and about what you intend to do in the future.

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The ongoing pursuit of high customer satisfaction CSAT scores may have a negative impact on the firm's profitability over time.

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The salespeople hit their sales targets they have to do so in ways that satisfy customers.


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Around the midpoint of the scale to appear more objective and balanced.

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1 Increase customer satisfaction One of the primary reasons to offer customer service at all is to improve your customers' happiness Most if not all customer service teams will use customer satisfaction CSAT as one of their key performance indicators KPIs.

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