Description
This is a common situation - there is a problem with customer service and management says "train them!" A consulting firm has proposed a 1.5 hour presentation and 45 minute Q & A session on customer service. See the full case study for details.
What do you think of this? Is it likely that hotel staff will be able to learn how to handle unhappy customers from just listening to a presentation?
Prepare a 500-700 word response to your manager. Memo format is fine.
- Use concepts from Chapters 4 and 5 in explaining to your manager the learning conditions necessary for staff to learn customer service skills and then transfer them to the job.
- Recommend changes to the proposed training program to make it more effective.
Cite all sources according to APA formatting guidelines.
I am attaching the case study

Explanation & Answer

I will mark this as complete since time is running out. I will continue when you attach the case study.
Attached.
Outline
•
Will Employees Learn about Service Recovery from attending the Program?
I presume that the employees are likely to learn about service recovery from attending the
program. Individuals who will offer the training are highly qualified in the particular field and
therefore they have the potential of explaining to the employees the concepts that are required for
effective and high quality service quality.
•
Would Employees Recover from Service Problems in their Interactions with
Customers?
The presentation, the employees would ascertain the important initiatives that they should
undertake in order to recover from the service challenges and problems. Through the use of
question and answer technique, the employees will be actively involved in the participation
and they can make inquiries in areas where they have not understood.
•
Recommendations
One training session should be made per day
Encourage the use of demonstrations during presentations.
A consultant in the hotel industry should be added to the trainers group.
References
Running head: CASE STUDY.
Case Study
Name
Course Number
State, University
Instructor
Date
CASE STUDY
2
Will Employees Learn about Service Recovery from attend...
