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Differentiating Your Business Through High Quality Customer Service

Terry Forsey

Many software companies are differentiated NOT by their products or their solutions but by their people and the service they deliver. It's not just their people that make the difference, it is what they do and how well they do it that really counts.The behaviour of their people is at least fifty percent of the service they deliver, so what exactly are the key behaviours which make a business truly customer centric?

Can these behaviours differentiate companies from their competition? Within this paper there are eight critical behaviours that can help deliver a customer centric service. Take a look at these behaviours and ask yourself the questions: “on how many would my customers give me (or my company) eight out of ten?”

If your answer is “all of them”, then there are two explanations for your answer. The first is that you are the god of service (which is unlikely) and very successful to boot; the second (and much more likely) is that you are kidding yourself.

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