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A detailed outline of procedures that a crisis management team enacts to respond to a crisis or catastrophe is called: a. VIP b. CMP c.

A detailed outline of procedures that a crisis management team enacts to respond to a crisis or catastrophe is called: a. VIP b. CMP c. SWOT d. SMERF e. None of the aboveWhenever a guest has contact with your organization, a representative of it, or an aspect that the organization planned, the guest experiences an event called a: a. Touchpoint b. VIP c. SWOT d. Quality Service e. None of the above

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