Although the customer is always right, the author feels that in the current era of online retailers, it is of utmost importance to continue to have SME (subject matter experts). The article focuses on providing expert customer service through all channels and ensuring proper tools to create such an environment. Proper personalities and customer relationship building continue to be paramount but a great (CRM) customer relationship management program is also important to ensure the organization is customer centric and on the same wave length.
Read more: The customer is always right
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