Competing for customers – “Providing customer service”
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Providing
good customer service will help to gain and keep customers
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Front
line employees are the most important because they are the ones who have a
relation face-to-face with consumers.
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Nowadays,
employees are being given more power to make decisions.
Providing quality products
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Quality
can be defined as what consumers demand from the product.
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Quality
Control develops a set of standards that are used to decide what products can
be sold and which must be rejected.
o Product recalls are done to protect
consumers when a product poses a hazard or health risk
o Companies can either recall products
voluntarily.
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Poor
quality products do not perform properly, wear out or break down.
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Poor
quality will result in a bad reputation.
The International Organization for Standardization (ISO)
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It is
an organization that has been helping companies standardize quality.
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ISO
certified companies use standards that increase the quality, reliability and affectiveness
of goods and services.
The European Union requires all companies it does
business with to be ISO certified.
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