Assume you are the Quality Head of an IT services organization providing IT Infrastructure Management services. Of late, there has been more number of escalations from the customers. You observe that more than 80% of the escalations are related to the service aspects and not on the quality of the technical product/solutions. You are planning to roll-out a half-day workshop to all teams stressing that Quality Service is much more important than Quality Product. Describe the key aspects that you would highlight in the training to convey this message to the teams [5 marks]