Unformatted text preview: a. Who was involved? b. What did the customer do? c. What did the front-line employee(s) do? d. What was the manager’s reaction or role, (If applicable)? e. Rate the overall service experience: A B C D E 4. If you were the manager in this event, what service barriers did you observe, and what would be your action plan to remove them? 5. What are the customer-focused attributes of this business/organization? a. Positive b. Negative...
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- Spring '09
- Management, Service Event Observation, Service Management HB-105, Dining Fine Dining, Government Public Svc