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Thanks Brian for the inside information. I knew it was something like that on the financial impact of a less than Excellent rating, and agree that its not a very good measure of actual customer satisfaction. The way you approach the CSI survey with your customers is IMHO the only valid way to try to earn excellent ratings - do your best to give excellent service up front and ask for the chance to fix anything that's not right. That to me is the essence of good customer service - nobody's 100% perfect 100% of the time but those willing to fix it are the best of the bunch.
Scott
posted by 198.81.2...
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