Solved by verified expert:Please answer all the questions in the 4 word documents.
09_attitude_tone_of_voice_assignment.docx
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Assignment 09
Attitude – Tone of Voice
Name:
This is one of a package of 15 assignments that comprise the Elements of Service.
For this assignment, you will observe elements of service in almost any particular
service establishment and answer the following questions. Here are a few tips for
successfully completing the assignment:
• To prepare for this assignment: Read the text, review the Chapter
Power Point Slides, and view the streaming chapter lecture.
• Enter your name in the block provided above.
• This is an individual and not a group-project-oriented class. To
receive credit, each of you needs to do your own individual write-up
for each assignment, make your own individual submittal, and learn
and experience the 15 elements of service.
• Because many of the questions in this assignment build, use and refer
to the same establishment throughout the assignment. So, if you are
using Starbuck’s for this assignment, use this Starbuck’s for each of
the questions in this assignment. (The examples in this assignment
use different establishments to give you a variety of perspectives, but
you should use the same establishment.)
• For subsequent assignments, you may change establishments or you
may continue referring to the same establishment throughout all of
these 15 Service Element assignments. Whichever is more convenient
for you is fine with me. If you plan to use this course to give yourself
practice for applying this package of 15 Service Elements to one
organization (perhaps where you work), then I suggest that you use
one organization for all of your 15 assignments in this group of
assignments. The consistency of using one organization will aid you in
learning and application.
• When making observations, realize that you can get a far better and
more accurate understanding of your subject organization by visiting
and observing multiple times before reporting your observations.
Visiting and observing at different times and days helps to provide a
clearer picture of how the establishment performs overall.
• This assignment, like everything that you do for this course, has a set
deadline (both time and date). The deadline is listed in the syllabus.
While you can turn in any assignment early or on time, you cannot
turn in anything late. No credit will be given for assignments turned in
late.
• Make this and all assignment submittals through Blackboard. Do not
submit any assignment by email attachment, as it will not receive
credit.
•
•
•
If you are unsure how to submit an assignment correctly using
Blackboard, refer to and follow the directions provided in the
syllabus.
Begin your answer immediately after each question. Don’t worry
about skipping lines or other formatting.
Answer each question completely. Don’t worry about the length of
your answer as long as you answer completely. Use correct sentence
structure (complete sentences) and not word blurbs (bullets).
I. Category. If you were looking up this service establishment on Google, what
words would you use in your search? (Examples: Restaurant, Grocery Store, Private
Club, Hotel, Dry Cleaners, Doctor’s Office, etc.).
Category. Begin Your Answer Here:
II. Name of service establishment.
Examples: Ben & Jerry’s Ice Cream Shop, Hilton Waterfront, Sawgrass Country Club,
CVS Pharmacy, Trader Joes, The Fairmont Hotel, Watson Real Estate, Smith &
Wollensky Steakhouse, Lowe’s Home Improvement, Target, Starbuck’s, Delta
Airlines Reservations, Dr. Larry Porter’s Dental Office, etc. As is evident from the
examples, almost any type of service establishment can be observed using this
system.
Name. Begin Your Answer Here:
III. Location.
Examples: Rancho Cucamonga, Chicago, Claremont, West L.A., Malibu, Charlotte, etc.
I don’t need the street address or phone:
Location. Begin Your Answer Here:
IV. Describe the situation in which you observed this element of service.
Examples: While I was at the front desk checking in, while I was waiting to see the
doctor, while I was waiting for the check to be closed at the restaurant, when I
couldn’t find the aisle for coffee, etc. Notice that some examples take less description
than others. Provide enough description so that a reader will be able to envision
what it was that you were doing (the contextual situation) when you made the
observation.
Situation. Begin Your Answer Here (Three or four sentences):
V. Definition. Assume that no definition exists for this service element. Based on the
category, name, location, situation, your expectations, and other experiences, how
would you define this element of service in your own words (do not use wording
from any of the examples or slides)? If a definition of this element does exist at this
2
location (and this will not be the case often), then write how the establishment
could effectively define this element.
Example definition: Often, tone of voice communicates more of the “real”
message than the actual words. Quality service requires an open, friendly,
professional, informed, and relaxed manner of communication.
Definition. Begin Your Answer Here (Two or three sentences):
VI. Benchmark (what?). Benchmarks are also sometimes referred to as service
standards. Referring back to your definition (so stay within this context), past
experience, and reasonable expectations what is it that this establishment should
ideally do to perform this element correctly? Think for a moment. If you were in
charge of the employee training at this organization, what is it that your employees
should, ideally, always do in performing this service standard element of service
correctly? The best benchmarks provide objective measures (counts and times), to
help ensure that all staff members better understand the level of service desired by
the establishment. A count might be how many times something will occur. A time
might be how long a particular service element may take or at what point in service
contact an item should occur.
Example benchmark: Servers speak in up-beat, energized tones, and rely on their
actual experience during staff tastings and family meals in communicating their
enthusiasm for styles, sauces, personal favorites, and other elements in answering
dining patron questions.
Benchmark. Begin Your Answer Here (Two or three sentences):
VII. Actual (how?). Overall, and not using any specific example, during your time
there, how was this service element actually performed (in summary form)? What
did you observe? Provide an answer that describes both how the service element
was performed (overall) and whether or not it met your expectations (based on
your definition and benchmark above). Be sure to tie it contextually to your
benchmark.
Example actual: Most servers throughout the restaurant were smiling, outgoing, and
always willing to assist either guests or other staff members in providing great
service. We observed a few cases of bussers and other support service members
who stayed to themselves, but overall, the atmosphere was professional, upbeat,
confident, and positive without being too loud.
Actual. Begin Your Answer Here (Three or four sentences):
VIII. Strength(s). Despite whether you were left (overall) with a positive or
negative impression of this service establishment, think about one or two particular
incidents during your time there that were enjoyable relative to the benchmark of
this service element and describe them in detail. Be sure to include details such as
date, time, service person’s name, and details. In formulating your answer, imagine
3
yourself as a secret shopper. The idea is for you to capture enough detail, so that if
you were reporting details to a manager, he or she could go back to that person and
thank them for their effort.
Example strength: On February 28, at approximately 2:30 PM, I noticed a couple
ordering a late lunch. Justin Robechard was the primary server. After the couple
seemed uncertain and asked three questions about the special, Justin immediately
offered, “we don’t get flounder in often on the West Coast – it is light, flaky, and quite
popular in the East with capers, tomatoes, and sweet onions. When we do get some
in, the chef always does tastings for the staff to remind us. It is one of our very
favorites. How about if I stop by the kitchen and ask for a taster plate for you while I
put in your drink order at the bar? We want to make sure that you are happy
happy!”
Strength. Begin Your Answer Here (Three or four sentences):
IX. Weakness(es). Despite whether you were left (overall) with a positive or
negative impression of this service establishment, think about one or two particular
incidents during your time there that were underperformed relative to the
benchmark of this service element and describe them in detail. Be sure to include
details such as date, time, service person’s name, and details. In formulating your
answer, imagine yourself as a secret shopper. The idea is for you to capture enough
detail, so that if you were reporting details to a manager, he or she could go back to
that person and counsel him or her on what was observed compared to what was
expected. When counseled properly, these service failures can become learning
opportunities for improvement in service and growth opportunities for the service
providers.
Example weakness: On August 21, at approximately 1:20 PM, we noticed Darrin
Samuels approach a table and introduce himself in a monotone and recite the
specials as though he were a robot reciting from a memorized script. It was clear
that he was unhappy about being at work and his voice tone clearly communicated
his negative mood.
Weakness. Begin Your Answer Here (Three or four sentences):
IX. Armchair. Now that you have experienced the actual encounter (refer back to
your summary in VII), revisit your benchmark. If you were in charge of the
employee training at this organization, what details would add to your benchmark
to help make service even better and more consistent? Think for a moment. Even if
service in this element met your benchmark and expectations, what details would
you modify in terms of expected times and or counts that would help ensure an even
higher level of service? Refine and improve the details of your benchmark in this
question. Discuss.
Armchair. Begin Your Answer Here (One or two paragraphs):
4
X. Effect. As a result of your experience with this element, are you pleased, okay,
unhappy, or somewhere in between? What is the likely effect this element of service
will have on you returning and or what you will tell others about your experience?
Discuss.
Effect. Begin Your Answer Here (One or two paragraphs):
5
Assignment 10
Tact
Name:
This is one of a package of 15 assignments that comprise the Elements of Service.
For this assignment, you will observe elements of service in almost any particular
service establishment and answer the following questions. Here are a few tips for
successfully completing the assignment:
• To prepare for this assignment: Read the text, review the Chapter
Power Point Slides, and view the streaming chapter lecture.
• Enter your name in the block provided above.
• This is an individual and not a group-project-oriented class. To
receive credit, each of you needs to do your own individual write-up
for each assignment, make your own individual submittal, and learn
and experience the 15 elements of service.
• Because many of the questions in this assignment build, use and refer
to the same establishment throughout the assignment. So, if you are
using Starbuck’s for this assignment, use this Starbuck’s for each of
the questions in this assignment. (The examples in this assignment
use different establishments to give you a variety of perspectives, but
you should use the same establishment.)
• For subsequent assignments, you may change establishments or you
may continue referring to the same establishment throughout all of
these 15 Service Element assignments. Whichever is more convenient
for you is fine with me. If you plan to use this course to give yourself
practice for applying this package of 15 Service Elements to one
organization (perhaps where you work), then I suggest that you use
one organization for all of your 15 assignments in this group of
assignments. The consistency of using one organization will aid you in
learning and application.
• When making observations, realize that you can get a far better and
more accurate understanding of your subject organization by visiting
and observing multiple times before reporting your observations.
Visiting and observing at different times and days helps to provide a
clearer picture of how the establishment performs overall.
• This assignment, like everything that you do for this course, has a set
deadline (both time and date). The deadline is listed in the syllabus.
While you can turn in any assignment early or on time, you cannot
turn in anything late. No credit will be given for assignments turned in
late.
• Make this and all assignment submittals through Blackboard. Do not
submit any assignment by email attachment, as it will not receive
credit.
•
•
•
If you are unsure how to submit an assignment correctly using
Blackboard, refer to and follow the directions provided in the
syllabus.
Begin your answer immediately after each question. Don’t worry
about skipping lines or other formatting.
Answer each question completely. Don’t worry about the length of
your answer as long as you answer completely. Use correct sentence
structure (complete sentences) and not word blurbs (bullets).
I. Category. If you were looking up this service establishment on Google, what
words would you use in your search? (Examples: Restaurant, Grocery Store, Private
Club, Hotel, Dry Cleaners, Doctor’s Office, etc.).
Category. Begin Your Answer Here:
II. Name of service establishment.
Examples: Ben & Jerry’s Ice Cream Shop, Hilton Waterfront, Sawgrass Country Club,
CVS Pharmacy, Trader Joes, The Fairmont Hotel, Watson Real Estate, Smith &
Wollensky Steakhouse, Lowe’s Home Improvement, Target, Starbuck’s, Delta
Airlines Reservations, Dr. Larry Porter’s Dental Office, etc. As is evident from the
examples, almost any type of service establishment can be observed using this
system.
Name. Begin Your Answer Here:
III. Location.
Examples: Rancho Cucamonga, Chicago, Claremont, West L.A., Malibu, Charlotte, etc.
I don’t need the street address or phone:
Location. Begin Your Answer Here:
IV. Describe the situation in which you observed this element of service.
Examples: While I was at the front desk checking in, while I was waiting to see the
doctor, while I was waiting for the check to be closed at the restaurant, when I
couldn’t find the aisle for coffee, etc. Notice that some examples take less description
than others. Provide enough description so that a reader will be able to envision
what it was that you were doing (the contextual situation) when you made the
observation.
Situation. Begin Your Answer Here (Three or four sentences):
V. Definition. Assume that no definition exists for this service element. Based on the
category, name, location, situation, your expectations, and other experiences, how
would you define this element of service in your own words (do not use wording
from any of the examples or slides)? If a definition of this element does exist at this
2
location (and this will not be the case often), then write how the establishment
could effectively define this element.
Example definition: Tact is skill or exercising wise judgment in handling delicate or
difficult service situations with diplomacy. Tact is knowing the right thing to say or
what not to say, or even how to say something without giving offense across
different circumstances.
Definition. Begin Your Answer Here (Two or three sentences):
VI. Benchmark (what?). Benchmarks are also sometimes referred to as service
standards. Referring back to your definition (so stay within this context), past
experience, and reasonable expectations what is it that this establishment should
ideally do to perform this element correctly? Think for a moment. If you were in
charge of the employee training at this organization, what is it that your employees
should, ideally, always do in performing this service standard element of service
correctly? The best benchmarks provide objective measures (counts and times), to
help ensure that all staff members better understand the level of service desired by
the establishment. A count might be how many times something will occur. A time
might be how long a particular service element may take or at what point in service
contact an item should occur.
Example benchmark: All service staff members use “please,” “thank you,”
compliment guest selections, and offer gentle guidance when guests are making
questionable decisions or requests.
Benchmark. Begin Your Answer Here (Two or three sentences):
VII. Actual (how?). Overall, and not using any specific example, during your time
there, how was this service element actually performed (in summary form)? What
did you observe? Provide an answer that describes both how the service element
was performed (overall) and whether or not it met your expectations (based on
your definition and benchmark above). Be sure to tie it contextually to your
benchmark.
Example actual: Overall the entire staff did a very good job in providing gracious
service to club members and resort guests. All seemed attentive and genuine in
thanking, complimenting selections, and offering gentle advice on
recommendations.
Actual. Begin Your Answer Here (Three or four sentences):
VIII. Strength(s). Despite whether you were left (overall) with a positive or
negative impression of this service establishment, think about one or two particular
incidents during your time there that were enjoyable relative to the benchmark of
this service element and describe them in detail. Be sure to include details such as
date, time, service person’s name, and details. In formulating your answer, imagine
yourself as a secret shopper. The idea is for you to capture enough detail, so that if
3
you were reporting details to a manager, he or she could go back to that person and
thank them for their effort.
Example strength: On March 14, at approximately 3:30 PM, I tried on a pair of shorts
in the Grand Bahama Resort and Club retail shop. The clerk, Annie, agreed that they
were a great choice, would hold their crease after being folded in luggage and were
the right length that I could wear anywhere in the resort during daytime or even
into any of the evening venues instead of trousers. Upon ringing them, Annie
discovered that they were going on sale at 50 percent off tomorrow and told me that
she would hold the sales slip and close it tomorrow at the sale price and then leave
the receipt copy for me at the register.
Strength. Begin Your Answer Here (Three or four sentences):
IX. Weakness(es). Despite whether you were left (overall) with a positive or
negative impression of this service establishment, think about one or two particular
incidents during your time there that were underperformed relative to the
benchmark of this service element and describe them in detail. Be sure to include
details such as date, time, service person’s name, and details. In formulating your
answer, imagine yourself as a secret shopper. The idea is for you to capture enough
detail, so that if you were reporting details to a manager, he or she could go back to
that person and counsel him or her on what was observed compared to what was
expected. When counseled properly, these service failures can become learning
opportunities for improvement in service and growth opportunities for the service
providers.
Example weakness: On March 15, at approximately 1:20 PM, I dropped by the shop
to pick up the sales receipt from the day before and observed a resort guest trying
on a navy bl …
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