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When the above motto is the passion of the CEO and all of top management, Harris (1992) states that customer service is guaranteed to be king throughout the organization. Customer service management is the most important tool for maintaining a competitive edge in business today because customers select when, where and with whom they will do business. Bibliography lists 2 sources. jvCsKing.rtf
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the organization. Customer service management is the most important tool for maintaining a competitive edge in business today because customers select when, where and with whom they will do business.
As part of this, the Zeno Pharmacy Company has conducted team meetings with all levels of management and employees and come
up with the following customer service motto to be displayed in every corporate and regional office and at every pharmacy. Through ongoing interaction
with its customers, Zeno Pharmacy promises customer satisfaction by understanding customer needs, establishing standards and quality goals to meet those needs, as reflected in this credo, giving each employee the
training and challenge to meet customer needs, and continually assessing needs to modify the strategic plan to meet changing customer needs. The
unstated part of this goal, but one which will be communicated to all Zeno Pharmacy Employees is that "by achieving total customer satisfaction, Zeno Pharmaceuticals will increase profits by 15
percent in 2004-2005." The reason this can be stated with such authority is because employees and managers have already contributed to the strategic plan.
The strategic plan feeds directly from the motto. The first step is to identify the needs of the customers. Initial input from pharmacists, or "sales agents" in the field,
based on their personal observations of customer habits and customer complaints received in the past, have identified that the most oft-repeated customer complaint was that the pharmacies, located in grocery
chain stores, operate only limited hours. While the grocery stores open at 7:00 a.m. and close at 11:00 p.m., most of the pharmacies operate only between the hours of 10:00
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