HMD 253 CSN Introduction to the Customer Experience Discussion Questions

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nn1231

Business Finance

hmd 253

college of southern nevada

HMD

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Answer the questions below. Please write in 1st point of view.

1. I was recently at a hotel bar enjoying a beverage with my spouse. His beer was flat, so he got the bartender's attention and let him know there was something wrong with the keg. The bartender apologized and said he was going to get his manager. The manager arrived about 10 minutes later, inspected the beer, logged into the computer, spoke to the bartender and left. The bartender then got my husband a replacement beer.

a) What does the order of this story tell you about employee empowerment in this hotel?

b) From a customer service perspective, what would’ve been a better way to handle this situation?


2. Leadership is the ability to influence others. Think about the leaders you’ve met and worked with so far in your life. These can be a high school coach, a teacher, a church or community leaders whom you have gotten to work with and grow from. Now narrow that field down to the BEST leader.

a) What did that person do that made him/her GREAT?

b) What were the behaviors?

c) How did s/he make you feel?


3. Think about a time when you were so emotionally and intellectually fried, you could no longer engage with others.

a) What were the behaviors you engaged in (what did you do) as a result of just being “over it”?

b) How did you feel?

c) Did you try to change that emotional experience?


4. Think about a time that you’ve been told “no” in a service setting. Describe the situation so we know what happened.

a) How did the person tell you “no”? How was the message delivered?

b) How did you respond to their message of “no” because of how they said it?


5. Share an example of a situation where you needed someone to do something for you, but they weren’t required to help you.

a) Explain the situation

b) What actions did you take to get what you wanted?

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Explanation & Answer

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Running head: CUSTOMER EXPERIENCE DISCUSSION

Customer Experience Discussion
Student’s Name
Institutional Affiliation
Instructor’s Name
Date

1

CUSTOMER EXPERIENCE DISCUSSION

2

Customer Experience Discussion
Employee empowerment plays pivotal roles in the current fast-paced business world.
Choi et al. (2016) define employee empowerment as the ability to give employees a certain level
of autonomy within an organization, company, or enterprise. For instance, allowing employees to
generate and manage novel systems and oversee smaller departments with minimal supervision
from the higher-level administration. According to this story, the manager has denied the
employee the ability to make a vital decision. As a result, the employee follows standard or basic
procedures to make minor adjustments that can be made without involving higher management.
In this scenario, changing a beverage for a customer does not require consultation. The
manager in the story should be able to make beer replacements without being micromanaged. As
a customer, I think the manager should surrender some power and authority conventionally held
by supervisors by delegating specific duties to the employees (Hanaysha, 2016). Managers
should also allow staff to manage minor tasks within the hotel to develop mutual trust, enhance
employees’ capabilities, and encourage them to be responsible and accountable.
Leaders play a significant role in society. My high school teacher held my hand while I
was struggling with chemistry lessons. She always recommended books and offered me extra
classes to help me improve my grades. This incessantly enabled me to achieve my full potential.
Her inexplicable faith in me galvanized me and helped me achieve higher grades in other
subjects which boosted my overall performance. In effect, this made me feel special and inspired
me to dream and soar beyond my imagination. Her unwavering sacrifices fostered my inner
confidence and enabled me to relate concepts acquired in class with what was happening in the
world.

CUSTOMER EXPERIENCE DISCUSSION

3

Being emotionally fried means having a reduced tolerance level which often leads to
snapping at people unnecessarily. I recall feeling emotionally fried after waking up too exhausted
despite having an eight-hour sleep period. Due to my continuous addiction to caffeine, I woke up
feeling drowsy and overwhelmed. It was quite hard to maintain a normal conversation with my
family because they constantly repeated themselves for me to comprehend. I repetitively felt
edgy and frustrated and thought that I needed to recharge to avoid crashing with everyone. So I
took a walk and had a warm bath to eliminate negative energy and calm my mind. I started by
filling my daily journal which helped me relax my mind and set a plan for the day.
Being rejected or denied something is frustrating and annoying. I once requested a
receptionist in a particular hotel to assist me with the manager’s contacts, and she declined. I felt
angry and frustrated at first because I felt like I had the right to bend basic policies and
procedures as long as I was paying for the services. I asked to talk to the supervisor instead,
hoping that he would turn the rules for me, but he declined my offer politely.
While heading home from work, my car broke down, and I had to sit by the side road for
close to an hour waiting for a tow. Given the current status of insecurity, it was challenging to
have strangers pull over. I had to wave at passing cars and motorists for assistance, but luckily, a
good Samaritan stopped promptly and proceeded to help me fix it. As a sign of courtesy, he
offered me extra cash for accommodation since it was already late, and I could hardly get home
on time.

CUSTOMER EXPERIENCE DISCUSSION
Reference
Choi, S. L., Goh, C. F., Adam, M. B. H., & Tan, O. K. (2016). Transformational leadership,
empowerment, and job satisfaction: the mediating role of employee empowerment.
Human resources for health, 14(1), 73.
Hanays...


Anonymous
This is great! Exactly what I wanted.

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