Reference no: EM132410633

The following story is verbatim from an individual involved in a customer service experience. I have purposefully not corrected the grammar/flow. This is literally the "story" you would receive in the "real world" during a customer service experience if you were the manager. The story is followed by questions you should answer:

Working as a representative at the front of the house at my hotel, we had a guest checked in who became frustrated after finding that $150.00 were held as incidentals from her debit card for three nights stay, which by the way is standardized procedure when staying at similar properties, although dollar amounts can be little different. Upon guest's complaint, funds couldn't be transferred back to debit card right away due to the long weekend so guest demanded for all her meals to be comped since that was only funds she was relying on while traveling. During her three nights stay, she charged $300.00 to room service and asked for transportation back to airport as well, complimentary. Anyways, interesting part is, during her stay, everyone was witnessing her coming through main entrances with giant shopping bags from Macy's and Nordstrom. In these scenarios, guests are well aware they can misuse the power even organizations are following the proper protocol.

(A) Identify the individual/group/organization conflict. Explain why you believe this

(B) Which two of the nine causes of conflict are exampled in this story? Provide your understanding of each cause you identify (not only a definition, but a full understanding) words):

(C) Imagine you are the hotel manager in this situation. Your employee tells you the aforementioned story. Write 2-4 SMART Indicators to ensure this situation does not occur in the future

(D) Is internal or external customer service primarily exampled in this story?

(E) Explain the EQ taking place in this story from the perspective of the author of the story (i.e. the front desk agent)

(F) Critical thinking is taking place in this story. Explain the critical thinking from the perspective of the author of the story (i.e. the front desk agent)

(G) What type of power(s) is the FD Agent leveraging in this story? Explain your answer.