When communicating with angry customers, it is most effective to:
a. yell louder than they yell.
b. pass them off to a co-worker.
c. roll our eyes.
d. ask them to explain their situation and attempt to find effective solutions.
d
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The moment of truth refers to ______.
a. the term used at Walt Disney World when a security guard suspects a guest of stealing b. the moment when a chef receives a food order from a server c. one single moment during a variety of interactions between the guest and the organization d. a term used by Bruce Laval to describe a phase of guestology
The sum of all task times in producing a product is 72 min. If the cycle time is 72 min, then the number of workstations required is ______.
A. one B. two C. three D. four
Save your work using __________________
a. alphabetical file names b. numerical coding c. intelligible file names d. coded file names
Which document provides information to possible new franchisees on 20 items required by the Federal Trade Commission?
A. Marketing statement B. Business plan agreement C. Disclosure statement D. Buy-sell agreement