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Do you accurately record what questions your customers ask you? If you keep an accurate log – ideally on your system – you should record the nature of each interaction and method i.e. if you are a software company you may record ‘question about new software release’ and sent by ‘e-mail’, if you are a courier company it could be ‘request for pick-up’ and ‘phone call’. The more you record about transaction types and method, the more you understand what happens in your center and the better you can plan ahead.
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