Customer Service in the Bottled Water Industry – Pure Water and the Customer Promise
Almost every company discusses, at length, the need for customer service and the significance of supplying true excellence to its customers. However, very few actually follow through with what it takes to attain this excellence. This is particularly true in the bottled water business since not all providers share the opinion that customer service is of the utmost importance in any business.
The bottled water industry services a wide customer base with numerous companies and individual clients. The industry is characterized by a small number of very large firms and a substantial number of relatively small consumers with specific geographic niches.
The Nature of the Business:
The bottled water business consists of the manufacturing and delivery of spring or purified water in small packages or large containers such as 5 gallon bottles. The product is delivered directly to the customers site in either company owned delivery vehicles or through common carriers. Each individual bottled water company provides an implicit promise to its customers that it will...
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