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This can help give employees listening skills to understand what the customer wants as well as how to manage expectations and say no when necessary. At the end of the day the customer is the only person that can tell you what they want and how well you are doing at providing that. This makes.
Are our systems and processes built around our needs or the customers? Customers must also be considered when setting internal targets and key performance indicators (KPIs). A call centre may want to reduce its call waiting times and so target employees to keep calls short and answer the next call as quickly as possible. However.