A major factor to Charles Schwab’s success is the stellar customer service.

A major factor to Charles Schwab’s success is the stellar customer service. At the core of this customer service is a change of attitude that the brokers have towards the customers and the customers’ needs. How did Charles Schwab ensure customers were going to be satisfied?

a. Restructuring of employee incentive programs

b. Hiring of an abundance of brokers for individual attention

c. Higher commission rates

d. Generous benefits to recruit higher quality employees

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