Reference no: EM131218539
View the short video under the following URL address on You Tube:
https://youtu.be/8T54rQrMleA
(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) What are your thoughts on whether or not 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?
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?
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?
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?
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?
Answer each question in "mini-essay" form, that is, with an introduction, supporting body with references where appropriate and a conclusion for each question.
|
Describe why use of deception can be considered acceptable
: Describe why the use of deception can be considered acceptable while some of the classic research methods are not. Provide examples when applicable. 250 words
|
|
Draw the demand for garbage
: a. Draw the demand for garbage (include the MC of the service). b. How many units of garbage are collected? 1. What is the total value of the service and the value of the bag thrown out with the lowest value?
|
|
Why principles-based standard require a conceptual framework
: Explain why principles-based standards require a conceptual framework. What you think is the fundamental problem with financial statements based upon the historic cost measurement principle used under US GAAP ? The article states that the US standard..
|
|
Distinction between explicit and implicit costs
: 1. Explain why the enrollment in colleges and universities increases at times of economic recession. Make a distinction between explicit and implicit costs in your explanation
|
|
What maria did was so simple
: 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 ..
|
|
What stores are in your town and what are your favorite
: What restaurants are in your town? which are your favorite? What stores are in your town. what are your favorite? What restaurant or store do you wish was in your town but isn't there?
|
|
Design a compensation and benefits package
: Rationalize your performance appraisal program. Be sure to indicate the research and considerations that went into the design of the performance appraisal program.
|
|
Analyzes the managerial operational and financial issues
: Analyzes the basic legal, social, and economic environment in which the organizations operate. Analyzes the managerial, operational, and financial issues impacting the organizations including.
|
|
Did a manager operational personnel provide incentives
: Think of a time when you (individually or as part of a team) were unhappy or unmotivated on the job. Why was this the case? Did a manager or other operational personnel provide incentives or rewards to increase motivation?
|