Service Employees
Explain the importance of employees to service success. Recognize the challenges presented to service employees in doing their work.
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Ensuring Employee Success
Explain how service employees can successfully implement the service strategy
Establishing a Service Strategy
Recognize that achieving service excellence requires an intentional organizational strategy.
Motivating the Service Employee
Describe why motivating employees is as important as recruitment, selection and training
Service Profit Chain
Describe the elements of the service profit chain framework and why it is necessary for effective service management
Service Quality
Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations.
