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1. Given the challenges in the current Alberta employment market, what might your HR
concerns be in attracting and retaining employees who understand the importance of the
customer?
2. Vicky Donaldson has approached you with some questions about employee engagement. She
and David Tse are aware that it is difficult to attract Customer Service staff. They are looking for
some ideas on how to improve engagement in their areas. What actions would you consider to
improve employee engagement and why?

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