You are the Training & Development Manager of a 3-star Hotel, Great Impressions. You received the following e-mail from the General manager. Prepare an answer to the email. The email from the General Manager is given below: As you are aware, one of the most important aspects of quality service is known as “service recovery” ----that is, the employees’ effective response to customer complaints. There are three possible outcomes to a customer complaint: The customer complaints and is satisfied by the response; the customer complaints and is dissatisfied the response; and the customer does not complain and remains dissatisfied. Many dissatisfied customers do not complain because they want to avoid confrontation, there is no confrontation, there is no convenient way to complain, or they do not believe that complaining will do much good. To improve our level of customer service, we need to train our hotel staff in the “service recovery” aspect of a customer service. My recent focus group discussion with customer groups clearly indicates that we have some weakness in the recovery area. For example, last month in one of the restaurants, a waiter dropped the last available piece of apple pie on a customer as he was serving her. The waiter did not know how to correct the problem other than offer an apology. I have decided to hire two well-known consultants in the service industry to discuss recovery, as well as to provide an overview of different aspects of quality customer service. These consultants have worked in service industries and manufacturing industries. 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 shift). The sessions will consist of a preparation and question-and answer session, the presentation will last one and a half hours, and the question-and-answer session approximately 45 minutes. There will be a half hour break. My expectations are that following this training, the service staff will be able to recover successfully 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 learn about service recovery from the attending this program. Will they be able to recover from service problems in their interactions with customers? What recommendations do you have for improving the program?
Critical Path Method
The critical path is the longest succession of tasks that has to be successfully completed to conclude a project entirely. The tasks involved in the sequence are called critical activities, as any task getting delayed will result in the whole project getting delayed. To determine the time duration of a project, the critical path has to be identified. The critical path method or CPM is used by project managers to evaluate the least amount of time required to finish each task with the least amount of delay.
Cost Analysis
The entire idea of cost of production or definition of production cost is applied corresponding or we can say that it is related to investment or money cost. Money cost or investment refers to any money expenditure which the firm or supplier or producer undertakes in purchasing or hiring factor of production or factor services.
Inventory Management
Inventory management is the process or system of handling all the goods that an organization owns. In simpler terms, inventory management deals with how a company orders, stores, and uses its goods.
Project Management
Project Management is all about management and optimum utilization of the resources in the best possible manner to develop the software as per the requirement of the client. Here the Project refers to the development of software to meet the end objective of the client by providing the required product or service within a specified Period of time and ensuring high quality. This can be done by managing all the available resources. In short, it can be defined as an application of knowledge, skills, tools, and techniques to meet the objective of the Project. It is the duty of a Project Manager to achieve the objective of the Project as per the specifications given by the client.
You are the Training & Development Manager of a 3-star Hotel, Great Impressions. You received the following e-mail from the General manager. Prepare an answer to the email.
The email from the General Manager is given below:
As you are aware, one of the most important aspects of quality service is known as “service recovery” ----that is, the employees’ effective response to customer complaints. There are three possible outcomes to a customer complaint: The customer complaints and is satisfied by the response; the customer complaints and is dissatisfied the response; and the customer does not complain and remains dissatisfied. Many dissatisfied customers do not complain because they want to avoid confrontation, there is no confrontation, there is no convenient way to complain, or they do not believe that complaining will do much good.
To improve our level of customer service, we need to train our hotel staff in the “service recovery” aspect of a customer service. My recent focus group discussion with customer groups clearly indicates that we have some weakness in the recovery area. For example, last month in one of the restaurants, a waiter dropped the last available piece of apple pie on a customer as he was serving her. The waiter did not know how to correct the problem other than offer an apology.
I have decided to hire two well-known consultants in the service industry to discuss recovery, as well as to provide an overview of different aspects of quality customer service. These consultants have worked in service industries and manufacturing industries.
I have
The sessions will consist of a preparation and question-and answer session, the presentation will last one and a half hours, and the question-and-answer session approximately 45 minutes. There will be a half hour break.
My expectations are that following this training, the service staff will be able to recover successfully 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 learn about service recovery from the attending this program. Will they be able to recover from service problems in their interactions with customers? What recommendations do you have for improving the program?
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