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Explain the importance of employees to service success. Recognize the challenges presented to service employees in doing their work.
Explain how service employees can successfully implement the service strategy Watch Now
Recognize that achieving service excellence requires an intentional organizational strategy. Watch Now
Describe why motivating employees is as important as recruitment, selection and training Watch Now
Describe the elements of the service profit chain framework and why it is necessary for effective service management Watch Now
Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations. Watch Now