After reading chapter 7, explain the concepts of quality, productivity and customer service are critical for professionals to use in the field of human services? Share a time when you experienced deficiency in one of these areas, whether as an employee or as a customer. Have you ever experienced "the difficult customer" described in chapter 7? Share about how you managed this situation. If not, share about a time you observed this type of interaction and how it was handled. Share something you learned from this week's brief video on why customer service matters