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Ensure Customer Satisfaction Through Understanding Their Needs And Perceptions

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The document discusses the importance of customer satisfaction and defines key terms. It states that customers are the most important people for a business and their perceptions of quality and needs should be the top priority. It also outlines different types of customers, both internal and external, and how to gather feedback and identify customer dissatisfaction in order to continuously improve quality and meet changing customer expectations.

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CUSTOMER SATISFACTION
Definition: What is the meaning of the word CUSTOMER? * He is the person (or the group of persons) who has a need and want to satisfy his needs.
[object Object],[object Object],[object Object],[object Object],Customer Satisfaction
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TYPES OF CUSTOMERS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],Customer perception of Quality
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],SERVICE QUALITY / CUSTOMER SERVICE
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CUSTOMER RETENTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Ensure Customer Satisfaction Through Understanding Their Needs And Perceptions

  • 2. Definition: What is the meaning of the word CUSTOMER? * He is the person (or the group of persons) who has a need and want to satisfy his needs.
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