When customers complained that employees at Freddy's Fast Stop Stores were unfriendly, Freddy's instituted its Smiling Service program, which required all employees to greet and make eye contact with every customer they see within 5 seconds and always smile and offer help whenever the customer appeared to need any. Employees were counseled, sent to training courses and terminated if they failed to follow these instructions. What mistake did Freddy's make when it instituted this program?
A. It chose a soft standard without seeing if a hard standard was more appropriate
B. It did not want to use audits or operating data to see how well the new program was being implemented
C. It chose a hard standard without seeing if a soft standard would be more appropriate
D. It did not establish a means of measuring performance against standards
E. It selected behavior/actions for service standards instead of attributes
Answer: C
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Which of the following would most likely NOT be included as manufacturing overhead in a furniture factory?
A. The workman's compensation insurance of the supervisor who oversees production. B. The cost of the glue in a chair. C. The amount paid to the individual who stains a chair. D. The factory utilities of the department in which production takes place.
When Lucifer joined his company as CEO, he instituted an organization-wide focus on understanding the requirements of customers, making sure that everyone in the organization understood the customer marketplace. Lucifer was practicing ________.
A. a human resources policy B. a product reflow C. an organizational reorganization D. a culture modification E. a customer orientation
Customer transactions handled by telephone require special consideration. Elaborate on this statement
What will be an ideal response?
When reviewing the performance appraisals for the marketing department, the HR manager found what appeared to be leniency errors, as most employees received similar ratings that were above average. Going forward, raters are going to be required to use a forced distribution, as this will reduce the chance of leniency or strictness errors.
Answer the following statement true (T) or false (F)