Hidden Costs in Providing Excellent Service 1.0
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While providing excellent customer service and going above and beyond, is every service organization’s goal, there are some potential pitfalls. And these pitfalls are often hidden; that is, they predominantly exist in way that aren’t obvious at first. These hidden cost categories include emotional, monetary (may or may not be viewable), and emotional labor – all can result in a loss of customers or customer satisfaction.

 

Learning objectives –
Emotional cost
Understanding emotions
Emotional labor

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