Reference no: EM13663131

You are the training director of a hotel chain, Noe Suites. Each Noe Suites hotel has 100to 150 rooms, a small indoor pool, and a restaurant. Hotels are strategically located nearexit ramps of major highways in college towns such as East Lansing, Michigan, andColumbus, Ohio. You receive the following e-mail message from the vice president ofoperations. Prepare an answer.To: You, Training DirectorFrom: Vice President of Operations, Noe SuitesAs you are probably aware, one of the most important aspects of quality service isknown as "recovery"-that is, the employee's ability to respond effectively to customercomplaints. There are three possible outcomes to a customer complaint: The customercomplains and is satisfied by the response, the customer complains and is dissatisfiedwith the response, and the customer does not complain but remains dissatisfied. Manydissatisfied customers do not complain because they want to avoid confrontation, thereis no convenient way to complain, or they do not believe that complaining will do muchgood.I have decided that to improve our level of customer service we need to train our hotelstaff in the "recovery" aspect of customer service. My decision is based on the results ofrecent focus groups we held with customers. One theme that emerged from these focusgroups was that we had some weaknesses in the recovery area. For example, last month inone of the restaurants, a waiter dropped the last available piece of blueberry pie on a cus-tomer as he was serving her. The waiter did not know how to correct the problem other thanoffer an apology.I have decided to hire two well-known consultants in the service industry to discussrecovery as well as to provide an overview of different aspects of quality customerservice. These consultants have worked in service industries as well as manufacturingindustries.I have scheduled the consultants to deliver a presentation in three training sessions.Each session will last three hours. There will be one session for each shift of employees(day, afternoon, and midnight shifts).The sessions will consist of a presentation and question-and-answer session. Thepresentation will last one and a half hours and the question-and-answer session approx-imately 45 minutes. There will be a half-hour break.My expectations are that following this training, the service staff will be able to suc-cessfully recover from service problems.Because you are an expert on training, I want your feedback on the training session.Specifically, I am interested in your opinion regarding whether our employees will learnabout service recovery from attending this program. Will they be able to recover fromservice problems in their interactions with customers? What recommendations do you have for improving the program?