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Workplace Confessions with Lopa van der Mersch Founder & CEO of Rasa: "I stuff the complaint box" & "I'm not Steve Jobs"

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Customer Service

If you're taking the time to write these these customers service males, then maybe you can start putting some of that time into actually tracking it, tracking the impact on the company. You could even go so far as to say, like, doing n p s surveys of the customers and seeing how this affects, you know, the actual brand affinity. The only thing i would worry about in this situation is that there could be a lot of bias in that this is one person's viewpoint, and and they are over emphasizing it through this technique. That without doing the researches, as you've mentioned, may be actually causing the company to do work that is unnecessary.

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