Section I
Enabling the Service Experience
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Chapter 2
Frontline Employee Training
Technique 34
Make Guests the First Priority
Who’s more important, the manager or the guest? The entire management team should understand that when an employee is engaged with a guest, the guest is most important. Likewise, some employees think that “Oh there is a manager, I better acknowledge him/her.” Both management and staff should be taught to focus on the guest first.
To be continue...
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