CUSTOMER SERVICE, SKILLS FOR SUCCESS, 4e
Use PPTs 7and 8 to launch a discussion of the 12 common qualities of service providers that affect customers. Students are encouraged to follow along with the text on pages 256-262. Have students read Work It Out 10.2, p. 256 and think about these expectations as you go through the qualities for discussion: RESPONSIVENESS, p. 256 ................
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