Evaluating Customer Service As An Aspect Of Quality Management

(A CASE STUDY OF UNILEVER NIGERIA PLC) CHAPTER ONE INTRODUCTION 1.1      BACKGROUND OF THE STUDY The days of a customer adopting one product or company for life are long gone. With easy access and global competitiveness, customers are often swayed by advertisingand a chance at a ―better deal. Quality levels and features between competing brands and organizations are often comparable. The thing that separates competitors is theirlevel of service. It is not unusual for customers to switch back and forth between products or organizations simply because of pricing, a bad first impression from the…