Marcus and Serena want to see Cutting Edge employees demonstrating greater care for their customers. They discuss body language and the need to remember things important for the client interaction, as well as the use of open and closed questions. Serena particularly wants staff to be responsive, prompt, and demonstrate organizational skills. Alex coaches Dion through handling tricky customer queries over the phone, while Casey practices her service technique on Tammy -- with unfortunate results. Carol considers sensational service is all about definite action and punctuality, and that service providers have passion and exceed her expectations.
