- If you were an owner or leader in this business, what could you do to help employees understand the value of excellent customer service?
- Who are your external customers and what are their specific needs?
- Who are your internal customers and what are their specific needs?
- What are some starting points for developing the core competencies we discussed in your selected business? Be as specific as possible.
- How could your business apply the ideas in this chapter to build customer loyalty?
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