The Internet can be a good supplementary tool for training and supervising field workers in each of the following ways EXCEPT:
A) personal training programs can be complemented.
B) communication between supervisors and interviewers enhances supervision.
C) central office control is strengthened by being able to post progress reports on a secured web site.
D) validation of fieldwork can be easily accomplished using short e-mails.
E) selection of field workers is streamlined.
E
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Answer the following statements true (T) or false (F)
1. “Walking the front” means the servers watch the guest experience first-hand. 2. Simplicity and low cost are two advantages of the MBWA assessment technique. 3. A large challenge of line employees assessing guest experiences is that all employees must feel safe in reporting the errors they caused. 4. A service guarantee is an internal goal of service set for employees and not communicated to the guest.
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