CASE_STUDY_NUMBER_TWO

CASE_STUDY_NUMBER_TWO - Chelsea Steinke A40032026 CASE...

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Chelsea Steinke A40032026 CASE STUDY NUMBER TWO DUE DATE: NOVEMBER 15, 2010 BY 5:30PM SUBMITTED ON LINE IN HB237 G-MAIL LOCATION ONLY Answer the following questions for the case study located on pages 257/258 in the 8 th edition…To Serve or Not to Serve…Use the book as a resource, use conversation from our class discussions as well as your own knowledge on customer service to help you with your responses… #1) What nonverbal messages is Drew sending to the arriving guests and HOW is this being done? (Provide at least two answers) Drew is showing the guest that he is lazy and disrespectful. The fact that he sighed loudly enough for the front desk personnel to hear when the guests arrived is unacceptable. Then he proceeded to hide from them when they asked for assistance up to their room which is just childish, if you are not fit to be working, you need to get your shift covered by someone who can actually do their job. #2)
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This note was uploaded on 03/23/2011 for the course HB 237 taught by Professor Heberlein during the Fall '10 term at Michigan State University.

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CASE_STUDY_NUMBER_TWO - Chelsea Steinke A40032026 CASE...

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