How can we as managers better tune-in to the needs

Assignment Help Marketing Research

Reference no: EM131779611

Assignment

View the short video by Ross Shafer You Tube: "Inspiring Customer Service is THIS EASY | Leadership speaker | Ross Shafer"

The "personal' side of exceeding customer expectations is probably the most gratifying part of the service industry. It makes the customer feel good and special, and it makes you feel good and special.

From the video, please answer the following questions:

1) Do you think Maria Garcias' actions (getting the Diet Coke) were instilled in her through company training? Or do you think she did it on her own?(MINIMUM 200 WORDS)

2) Think about the hiring process that took place when Maria was hired by this hotel company. What qualities do you think they saw in Maria that made her a good hire? (MINIMUM 200 WORDS)

3) What Maria did was so simple; yet, her example is not common in our business, no matter what sector you are exposed to. If you were the manager overseeing Maria's room service department, how would you motivate the rest of the room service team to work at her level of customer service? (MINIMUM 200 WORDS)

4) How can we, as managers, better "tune-in" to the needs of our customers ... especially those like Ross Shafer in the video; checking in after midnight? (MINIMUM 150 WORDS)

5) Briefly describe the last time you were "wowed" by a special, unexpected personal service. How did you react? Did you provide positive feedback like Ross did in the video? (MINIMUM 150 WORDS)

Using the questions as sub-headers, re-write the questions in your own words and answer each question in "mini-essay" form; that is, with an introduction, supporting body with references where appropriate and a conclusion for each question.

Make sure to provide a proper introduction and thesis for the entire assignment at the beginning of the essay; that is, provide appropriate background information and establish the purpose before writing your mini-essays.

Reference no: EM131779611

Questions Cloud

What is the conversion ratio : The bond pays $60 per year in interest and is selling in the market for $965. It matures in 7 years. Market rates are 10% annually.

What type of personality traits would be important : Assignment- Whole Foods Case Study Questions. What type of personality traits would be important for Whole Foods associates to possess?

Describe your selected ethical event related to working : Describe your selected ethical event or issue related to working within a family system. Be concise yet specific about the ethical issues present.

Prepare journal entries to record the given transactions : On January 1, 2011, Browning Corporation had 550,000 shares of $1 par value common stock issued and outstanding. Prepare journal entries to record transactions

How can we as managers better tune-in to the needs : How can we, as managers, better tune-in to the needs of our customers ... especially those like Ross Shafer in the video; checking in after midnight?

Equate the two returns on a before-tax basis : If an investor is in the 33% marginal tax bracket and can purchase a municipal bond paying 7.5%, what would the equivalent before-tax return from a corporate

Prepare a contribution format costing income statement : Problem - Prepare and Interpret Income Statements; Changes in Both Sales and Production; Lean Production

Compute the annual gain or loss : Compute the annual gain or loss for the second year holding period.

What is the company break-even point in unit sales : Diego Company manufactures one product that is sold for $77 per unit in two geographic regions-the East and West regions. The following information pertains.

User Account

All Pages