Section I
Enabling the Service Experience
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Chapter 2
Frontline Employee Training
Technique 20
Incorporate Encounter Stories in Shift Huddles
What guest did you meet today? In every daily shift hud- dle, one associate should be randomly selected to name a guest s/he met and tell the group something about the guest such as where they are from, their family, etc. This practice in the huddle will encourage the staff to talk to the guests.
To be continue...
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