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10 cards from this deck
All individuals in creating & providing services or products
Customer service, employee training, personal selling
Involves direct human interaction
Employees during customer interactions
Products, services, brand values
Answer queries, explain features, handle complaints, represent brand
Product knowledge, service skills, problem-solving, brand values
Build strong, long-lasting relationships with customers
Retention, word-of-mouth, lower costs, better reputation
Personal connections & trust hard for competitors to replicate
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