List and explain the three major areas that should be covered by ...

[iveyjurea]

List and explain the three major areas that should be covered by a comprehensive orientation program.
 
  What will be an ideal response?

Question 2

It can be difficult for an employee to generate the same level of enthusiasm for every customer because:
 
  A) customers have differing wants and needs regarding service.
  B) customers bring high expectations to the service encounter.
  C) all of the above.
  D) customers want to be treated like other customers.
  E) many employees like some or all of their customers.

[dpost18]

Answer to Question 1

A comprehensive orientation program should cover the organization, the job, and the work unit. The purpose of the organization portion is to let employees see the big picture of what the company stands for. By explaining the operation's history, size, and objectives, company standards regarding job behavior and performance, conditions of employment regarding such things as hours of work and pay periods, and key management and the chain of command gives employees a feeling for how their job fits into the entire operation. They realize the history and tradition behind what the operation does. The job section lets employees know what a normal workday looks like. It includes detailing the duties and responsibilities of the job and its importance to the entire organization, explaining the training to be given, explaining how performance will be evaluated, and covering sanitation and safety regulations. Lastly, the work unit portion of orientation entails introducing new employees to fellow employees, giving them a tour of the entire operation, allowing them immediate experience dealing with problems, and explaining rules, regulations, and policies.

Answer to Question 2

A

[iveyjurea]

Excellent

[kjohnson]

TYSM