1) Hiring Friendly Staff a) Good Customer Care b) Poor Customer Care 2) Problems aren't dealt with quickly and efficently a) Good Customer Care b) Poor Customer Care 3) Loyalty scheme a) Good Customer Care b) Poor Customer Care 4) Long wait times a) Good Customer Care b) Poor Customer Care 5) Staff are unaware of products and services a) Good Customer Care b) Poor Customer Care 6) Staff answer calls promptly a) Good Customer Care b) Poor Customer Care 7) Poor after sales guarantees, returns or exchanges a) Good Customer Care b) Poor Customer Care 8) Ignoring complaints instead of dealing with them a) Good Customer Care b) Poor Customer Care 9) Monitoring customer experience through mystery shoppers a) Good Customer Care b) Poor Customer Care

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