Consider these two activities drawn from the Chapter 9 item above.

1. Providing paid training for your service technicians on the latest generation of the copiers you offer.

2. Adjusting hiring and training practices to make sure interactions between your company’s frontline employees and your customers are positive. Specifically, you’ll train employees to adapt to the customer’s unique needs or preferences and delivers the service in a professional manner.

Under which perspective(s) of the Kaplan-Norton Balanced Scorecard will these activities fall? Briefly explain your answer.