Answer to Question 1
Reinforcement
Answer to Question 2
Answer should include three of the following:
a. Gap 1: Lack of Knowledge management does not know what the guest expects. Ways to close the gap include marketing research orientation, interaction with customers, upward communication, and reduction in the levels of management.
b. Gap 2: Lack of Standards management is not willing or able to put systems in place to match or exceed guest expectations. Ways to close the gap include commitment to setting goals that are designed to meet customer expectations. These goals must be specific, accepted by employees, cover important job dimensions, measured and reviewed with appropriate feedback, and challenging but realistic.
c. Gap 3: Lack of Performance employees are unable or unwilling to perform the desired service at the desired level. Ways to close the gap include information and training, satisfying demands, employee-job fit, technology-job fit, supervisory control, employee control, and teamwork.
d. Gap 4: Promising Too Much promises do not match delivery. Ways to close the gap include making realistic and consistent promises, getting employees involved in marketing decisions, showing employees advertisements that guests are exposed to, and knowing what the customers are being promised.
William Kentridge, History of the Main Complaint.
The medical assistant handles an emergency.
Bank teller assisting with customer service.
Example of an employee performance evaluation form Cont
Phrases that Decrease Customer Service Level
Laryngoscopes: handles.