FRONT vs BACK

Classify service activities as Frontstage or Backstage.
The key question: Can the customer see it happening?

👁️
FRONTSTAGE
Actions visible to the customer. Direct contact, face-to-face interactions.
Greetings, explanations, visible service delivery
🔒
BACKSTAGE
Actions hidden from customers. Happens behind the scenes.
Kitchen prep, data processing, inventory management
LINE OF VISIBILITY
The boundary separating what customers see from what they don't

Challenge Complete!

You've mastered the Line of Visibility

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Classification Mastery
Frontstage
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Backstage
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