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Video Links

Managing Demand for Services
This video from Connecticut's WTNH highlights the DMV's effort to reduce wait times by using data to manage the demand for their services.
LO 12.3b: Discuss the risks from excess and insufficient capacity in service organizations.

Customer Service and the Supply Chain
This video from Amazon shows how their Amazon Prime Air service expedites delivery to customers.
LO 12.4: Apply the four supply chain dimensions of customer service.

Sustainability and Customer Service
This video shows how a San Francisco restaurant, The Perennial, works toward its goal of becoming the most sustainable restaurant in the world.
LO 12.5: Discuss the sustainability and ethical issues in customer service.

Web Link

Customer Service Objectives
This article lists 14 ways to measure customer service performance.
LO 12.4: Apply the four supply chain dimensions of customer service.