1.) Consider a store, company, or organization that is one typically known of for excellence in customer service/customer relations. What strategies/elements stand out to as the ones that could impact the positive view of their customer service?
2.) What level of management is most to blame for this service quality breakdown? (Pick One)
Front-level managers (e.g. the floor manager and/or cleaning crew supervisor)
Middle Management (e.g. the hotel managers)
Senior Management (e.g. VP’s, President, CEO etc.)
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