Behaviour
Posted in glossary on 25 June 2010 by Default Admin
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The way that you do things.
You do things in a particular way because of
• how you feel
• what you want
• how other people treat you.
In any customer service transaction, the behaviour of the customer and the behaviour of the service deliverer is affected by the way they treat each other. Behaviour therefore affects the quality of the customer experience because the way the service deliverer behaves affects the way the customer feels about the customer service
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