What is one way to begin developing teams? a. Assign problems ...

[lilldybug07]

What is one way to begin developing teams?
 
  a. Assign problems to specially selected groups of employees.
  b. Pay employees based on the performance of their departmental teams.
  c. Pay employees more if other employees say the person is a high performer.
  d. Indicate that supervisors receive better employee support when teams are used.

Question 2

Explain the three steps managers take to develop employee customer service expectations.
 
  What will be an ideal response?

[chjcharjto14]

Answer to Question 1

A

Answer to Question 2

Three steps are needed to develop employee expectations related to high-quality service. In the first step, managers establish exactly what they want all their guests to experience. Because managers seek to provide customers positive moments of truth, the standards developed are designed to ensure these positive moments occur. In the second step, managers communicate the standards to employees and provide workers with the tools and information needed to achieve the operation's identified standards. In the third and final step, managers assess their workers' performance and provide additional training, information, or tools if these are needed to ensure customer service expectations are consistently met.