When Customers Complained Employees at Safeway Stores Were Unfriendly, Safeway

question 13

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. Mystery shoppers were used extensively to make sure the employees were adhering to the program. In terms of the process for developing service standards, the mystery shoppers were an example of:

• A) Benchmarking
• B) Trailer surveys
• C) Relationship research
• D) Feedback mechanisms
• E) Experiential research

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Definitions:

Efficient Communication

Communication that occurs at minimum cost.

Credibility

The quality of being trusted and believed in, often a result of consistency, integrity, and reliability.

Intended Message

The specific information or emotion that a communicator aims to convey to the receiver.

Interpreted Meaning

The understanding or explanation of something, such as data or events, often influenced by the interpreter's own knowledge, experience, and perspective.