OA 7 (OA 7)

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Class notes

Class notes in Customer Service
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9

February 2026

2025/2026
This document explains the concepts, principles, and importance of customer service and service culture in organizations. It defines customer service and highlights key principles like competence, convenience, and proactiveness, as well as important practices such as empathy, proper tools, and company-wide responsibility. The module discusses customer service objectives, customer satisfaction, customer needs and attributes, and the impact of losing customers. It introduces service culture, RUMBA...
maranakrizha
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