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Operations Due Diligence by James F. Grebey

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PRODUCT SUPPORT

Of course, no matter how much effort a business puts into building user-friendly, reliable, high-quality products, it is inevitable that some customers may still run into problems. And when they do have a problem, it’s the way the business responds to the problem that customers will remember. If the business is proactive in giving its support, the customers will be left with a favorable impression. Their experience will determine whether they will purchase from the business again.

Furthermore, when product problems occur, the business has an opportunity to cement its future relationships with its customers and turn these events into positive encounters. Does the business offer long-term maintenance support for its products?

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