Outstanding Customer service is the hallmark of cruising. Afifteen-day vacation on a cruise shipis supposed to be a wonderful thing. Norwegian CruiseLines, however, appears to have forgottenthis. No sooner did they leave the port in Miami;passengers began noticing that things weren'tquite right. Instead of a tranquil trip, passengers weretreated with the sounds of... maintenance.The sounds of hammers and grinders were omnipresent.Dust filled the air as decks were sandeddown – so much that several passengers had to visit theinfirmary with respiratory problems.It was so bad that close to 500 angry passengers organizeda meeting. They confronted the captain,whose response was to walk out. Norwegian's responseafter the incident was not much better.One has to wonder how many of the passengers will evercruise on Norwegian again.Questions:Describe the “moment of truth" concept seen in the caseand explain how managers shouldhandle moments of truth.

The concept of moment of truth comes into the picture generally in case of service marketing. The…

Answered: Outstanding Customer service is the…

Management, Loose-Leaf Version

13th Edition

ISBN:9781305969308

Author:Richard L. Daft

Publisher:Richard L. Daft

Chapter10: Designing Organization Structure

Section: Chapter Questions

Problem 3ED

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A company's planned turnaround project failed. Upon learning the results of the evaluation, the senior management summoned their managers for a work meeting. The most recommended action, based on such results, is: Select one: a.Continuously analyze your own guidelines, define your organizational values and competencies, and set your specific indicators, to adapt to new realities. b.Review the emotional aspects and insist on the rational elements. c.Provide performance evaluation reports. d.Pay attention to the big problems, as well as the small ones.
At the most recent weekly team meeting, the tension had been palpable. The Jamaicans on the teamunderstood Enriquez’s point about the need for customer satisfaction, but they believed that helpingcustomers solve problems and referring them to the training video was good enough. The complaints inthe meeting went like this:Jill Henley: This goes beyond being annoyed about how much Maria talks, it now affects my pay—it’sbeing docked. When she does a call, it goes way past product information; she carries on about family, getswrapped up in their problems, laughs and jokes—but the thing that really put me over the edge was whenshe told someone she’d put the kids who used our equipment on her prayer list! Maria acts like a therapistinstead of providing technical support. For the love of Pete, we sell medical equipment! The less you talk,the more you listen, and the better you do your job.Jordan Burton: Maria talks so much that my mouth hurts—and I’m being penalized because of it. Thereis no…
A. Supervisor One of the main factors in worker performance is to achieve goals. Successful representatives comply with time constraints, make sales, and build the brand via positive customer interactions. At the point when representatives do not perform effectively, consumers feel that the company is apathetic to their needs, and will look for help somewhere else. Quality of work (accuracy, exhaustiveness, competence) Quantity of work (productivity level, using time effectively, ability to fulfill time constraints) Job knowledge (abilities and understanding of the work) Working relationships (ability to work with others, communication abilities). Performance valuation by supervisors of an employee at every stage is an important process for providing managers with quality assessments of their work. The annual supervisor's audit can be used to commend a supervisor for good work. Annual inspections can also identify areas for improvement. Representation of management by representatives…
Lisa LaFlamme, a veteran news anchor with a storied career of 35 years at CTV National News, faced an abrupt dismissal by Bell Media Inc. (Bell Media) on August 15, 2022. The manner in which her departure was handled sparked significant reactions and raised several important questions. Q1. Why were so many people, both young and old, upset with the dismissal of Lisa LaFlamme? Q2. How should companies handle employee terminations to ensure that they take place smoothly? Q3. How could the senior leadership at Bell Media have addressed and recovered from the internal and external turmoil that resulted from the dismissal of Lisa LaFlamme?
16 - Which of the following statements is not among the most common measures of employee performance? a) Quality of the output B) keep working NS) Currentity of the output D) Amount of output TO) retirement status
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The Caribbean Team “Vibes” or “Not”: Another Day in the Life of a Call Centre In a rare moment alone in her office, Jennifer Ames reflected on the past 10 years of her career atGerberGoodstart Corporation (GGC) She could easily chart her successes: She had taken on challengesand produced results where her colleagues had failed; she had increased the diversity of the work force inevery unit she had led; she had successfully launched new products and developed several new markets. Infact, just a few months before, Ames had been part of a team that had led a highly successful launch ofseveral GGC product lines into the Latin American market. That success and the ensuing demand for itsproducts drove GGC to centralize customer support in a call center in Kingston, Jamaica—and to createAmes’s new position: senior director for global customer support. Ames had studied other call-centermodels and created a team of four as a prototype for customer support. She had a goal of scaling up as…

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