If the representation is rude and arrogant, clients will assess that the organizational culture puts the needs of the customer below the needs of the firm. Such a culture makes customers uneasy when purchasing. Never forget that the customer service you give today translates into extra business tomorrow. Whatever you do, you must assess what customer service customers are actually receiving your future depends on it. Not all employees generate negative human interaction costs, many generate positive human interaction benefits.
Intangibles financially effect every organization.
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