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As top management, you may have received periodic customer feedback about level of satisfaction related to products and services provided by your organization. Congratulations if you and your team achieve high levels of customer satisfaction with promising business growth. If not, what next?

You may want to consider making a surprise visit to observe how your staffs who directly interact with customers on a daily basis. You should act as customer not the Boss. You may be surprised why customer satisfaction rating is low. Are they trained on products knowledge and services standards, and attitude to handle customers enquiry in professional manner? If not, invest resources to take care of them first! If you take care of your frontline staffs, they take good care of your customer first!

I have both bad and good experience. One incident happen three months related to a platform service provider. Over the phone, the staff very rude and said if I am not happy, I can decide not to use their service. I wrote an official complaint and also stop using their service since then. Another experience happens today. My water dispenser heater spoil and send for repair last week. Without me asking, the lady who serve me waive of the repair cost even though it is out of warranty for about a month. I write a complimentary note on her service. I am definitely going back to visit their shop in the future.

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Life is full of twists and turns, and it's not always easy to navigate. But that's what makes the journey so special. Embrace every moment, both the highs and the lows. Dream big and have the courage to pursue those dreams. Celebrate your successes, learn from your failures, and keep pushing forward. Remember, with persistence and determination, anything is possible.

Online course conducted on 22/May/2023 with some of the feedback from participants.

"Good training! Great introduction!"

"The Trainer is very knowledgeable about auditing management system" - Steve, Business Director, Fixin Parts International

"The ways Mr. Gan teaches are excellent!" - Nelson, Head of Sales, NTS Singapore

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