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Writing Great Customer Support Emails

Have you ever had a confusing or frustrating chat or email with a customer service support person? Or are you in the position of providing customer support? What are the elements of great customer support emails? Many of these also apply to a live chat session with a customer. We’ll get the email answers from [...]

Service Gap Analysis and Service Failures

Hitesh Bhasin, in his blog from Marketing91, outlines how to conduct a Service Gap Analysis. A service gap is the difference between what the customers expect and what they perceived was delivered. This is based on a Gap Model. The Gap Model identifies six types of gaps that can occur along the way from the [...]

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