DB 2 Reply.docx - I think you did an excellent job on your...

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I think you did an excellent job on your discussion board. As I have worked in customer centered positions for most of my working life, I have identified two major factors that play a large role in customer satisfaction. First is training. When organizations fail to properly invest in their employees that ultimately shape the culture, there are going to be customer defections. Second, I have learned that mistakes are inevitable, it is how we respond to the mistake that will either cause customer defection or customer loyalty. A great tool a manager could use to identify customer defection is failure mode and effect analysis (FMEA). It is a 6-step process to quantify the most vulnerable areas of service that cause customer defection. FMEA could be used to
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