3. How can frontline employees be effectively motivated to deliver service excellence and productivity? - This is possible if there is recognition and feedback from the people around them, that is, their customers, colleagues and bosses. If employees are being recognized and thanked for service excellence, they will want to continue achieving it and it can be highly motivating the employee. Achieving important goals is a reward in itself. Goals that are specific, difficult but achievable, and accepted by the staff are strong motivators