Manager Business Unit Question:
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Tell me about a customer service policy that you have developed and implemented?


Talk the interviewer through a policy you developed, structuring your answer around these recognized steps.

► Clearly identify the goals for the policy
► Ensure correlation between the customer service goals and the company mission and objectives
► Identify the specific processes that will result in goal accomplishment
► Develop standard operating procedures and guidelines for the processes
► Train your staff in the implementation of the new customer service policy

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