Shifting from Service Process to Customer Experience: Challenge #2 of 5

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Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience.

These are the links to watch Challenge 1 and 3:
Challenge 1: Setting Effective Service Standards
Challenge 3: Building Internal Service Relationships and Employee Engagement

Categories: Service Culture
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