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Consumer Services - Glossary

Consumer Services Glossary

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Mission statement
A mission statement is a brief statement of the main purpose or mission of the organisation.
Model for World Class Service
The Institute's Model for World Class Service is a framework that organisations can use in order to achieve world class service. It's applicable to all organisations: public and private sector, from multi-nationals to local businesses.
Moments of truth
In any customer service procedure there are several points when customer awareness of the quality of customer service is particularly high.
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