When Customers Complained Employees at Safeway Stores Were Unfriendly, Safeway

question 68

Multiple Choice

When customers complained employees at Safeway Stores were unfriendly, Safeway instituted its Superior Service program, which required all employees to greet and make eye contact with every customer, 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 Safeway make when it instituted this program?

• A) It did not want to use audits or operating data to see how well the new program was being implemented
• B) It chose a hard standard without seeing if a soft standard would be more appropriate
• C) It selected behavior/actions for service standards instead of attributes
• D) It did not establish a means of measuring performance against standards
• E) It chose a soft standard without seeing if a hard standard was more appropriate

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Definitions:

Cribriform Plate

A portion of the ethmoid bone with numerous small holes that provide passage for the olfactory nerve fibers from the nasal cavity to the brain.

Olfactory Nerve

The first cranial nerve, responsible for the sense of smell, transmitting sensory information from the nose to the brain.

Glossopharyngeal

Relating to the ninth cranial nerve, which is involved in taste sensation and swallowing.

Vestibulocochlear

Relates to the vestibulocochlear nerve, the eighth cranial nerve, responsible for hearing and balance.