Q In this class, we’ve talked about many things that influence change in the way we provide customer service – everything from the global economy, technology updates, consumer attitudes, environmental awareness, and now, concerns about a worldwide pandemic. One common topic among service experts is the transition from customer SERVICE to customer EXPERIENCE. The competitive business world requires service providers to seek new ways to ensure quality experiences for their customers, clients, or guests. Think about the innovative ways companies like Disney, Chick-fil-A, Publix, restaurants, healthcare providers, and retailers seek to serve their customers. Chapter 7 in our textbook covers two key concepts relevant to creating quality customer experiences. These are Exceeding Expectations (page 266) and Service Recovery (page 276-281) Pick one of these concepts and review the pages listed, along with the corresponding video below. Then post your summary, answering the following questions. Your original post should be 150 words minimum. Please reply to 2 students with a substantive response (25 words minimum). 1.) Briefly describe the concept you selected – what is it, why is it important to quality service? 2.) What are some key steps to implementing the concept you chose? 3.) What stood out to you most from the video? 4.) Briefly describe a personal experience you have with this concept (as a customer, service provider, or observer). Videos: Service Recovery The Best Service Recovery Story... Ever! (Links to an external site.) Exceeding Expectations Shep Hyken Amazing Customer Service Taxi Cab Story by Customer Service Speaker (Links to an external site.)