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When an Agency's Service Standards Fail

This is a follow-up to the article, "Establishing Customer Standards." In this article, I'd like to explore how you can test your ability to deliver the service you believe you're providing. More importantly, how can you test your service levels to ensure that you are providing your clients with the level of service you've led THEM believe they can expect from your staff? There are at least two things you can test to gauge performance....

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