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Communicate, communicate, communicate. If FDA Food Traceability things go wrong let them know. Do not lie (this is insulting and sends a message you don't want to send). It insults your customer's intelligence. Customers understand individuals make mistakes, they FDA Traceability Requirements do not expect you to be perfect, they supply chain solution require that you care once you screw right up.
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My word is my bond. Give staff the power and authority to deal with a customer's problem. The ownership belongs with the person taking the call, they must be allowed to can be a fix. If the workers member always says "I'll have must my boss" customer will get frustrated and want to handle just with the boss. Have the faith and confidence in your staff and your products & services that it's possible to trust them both and that avoid using stand behind them and back them. THEN you will have the basics for world-class customer-service and world class everyone.
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