8. Have you ever worked as a frontline service employee? Can you remember having to deal with...
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8. Have you ever worked as a frontline service employee? Can you remember having to deal with difficult or “problem” customers? Discuss how you handled such situations. As a manager of frontline employees, how would you help your employees deal with difficult customers?
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ISBN: 9780078112102
7th Edition
Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler
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