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Rochester Ford Toyota in Rochester, MN, known for tough negotiating, shifted to a fixed price and an emphasis on making the customer's day. New car sales doubled and it recorded a 30% rise in customer satisfaction. [12] In April 2000, the Ford Motor Company decided to incorporate the Fish Philosophy in their training programs.
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"The customer is always right" is a motto or slogan which exhorts service staff to give a high priority to customer satisfaction. It was popularised by pioneering and successful retailers such as Harry Gordon Selfridge, John Wanamaker and Marshall Field. They advocated that customer complaints should be treated seriously so that customers do ...
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Enhancements in public service motivation among public employees [37] However, training and development may lead to adverse outcomes if it is not strategic and goal-oriented. [ 38 ] Additionally, there is a lack of consensus on the long-term outcomes of training investments; [ 39 ] and in the public sector, managers often hold conservative ...
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