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How to create a customer-focused team by Debra J. Schmidt

In order to create a team of employees who are personally committed to service excellence, managers may need a fresh point of view. One of the great problems in customer service is the reluctance of managers to view service as a marketing strategy. Too many see it as after-sale service, something that relates back to a previous sale, rather than ahead to the next one. Studies prove that great service is more effective at increasing profits than marketing or advertising.

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