When Customers Complained That Employees at Freddy's Fast Stop Stores

question 56

Multiple Choice

When customers complained that employees at Freddy's Fast Stop Stores were unfriendly,Freddy's instituted its Smiling Service program,which required all employees to greet and make eye contact with every customer they see within 5 seconds and 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 Freddy's 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:

Accounting Department

The division within a company responsible for managing financial records, ensuring compliance with accounting standards, and producing financial statements.

Service Department Cost

Involves the expenses associated with the departments that do not directly produce goods but provide support or services to other departments within an organization.

ABC Corporation

A hypothetical or generic naming convention used to represent a company in examples or case studies.

Net Income

The amount of money a company keeps as profit once all taxes and expenses are deducted from its total income.