Ron Had a Craving for Sushi So He Searched Yellowpages

question 45

Multiple Choice

Ron had a craving for sushi so he searched yellowpages.com for the name of a restaurant in his vicinity that serves this type of food.When he arrived at his destination,he was impressed with the menu posted outside the door and decided to go in.He was greeted with a smile by a hostess and then immediately seated at a well-appointed table where he was given a warm cloth for his hands.A waiter beautifully presented the food,the rice was the perfect texture and temperature,and the fish was fresh and delicious.Halfway thought the meal,he excused himself to go to the restroom.It was clean,but the paper towel dispenser was empty.He returned to his table,finished his meal,and paid his check.The hostess said good-bye and asked him to return.Which of the following statements about this scenario is most accurate?

• A)Reading the menu posted outside the door was Ron's first point of interaction in the customer contact audit because if he hadn't liked the selections,he wouldn't have gone into the restaurant.
• B)Being greeted by the hostess was the first point of interaction in the customer contact audit because it was the first "human" encounter with the actual service provider-the restaurant's employee.
• C)The first point of interaction in the customer contact audit wasn't written,it was implied.The real first point in the customer contact audit should have been between Ron and the waiter,not Ron and the hostess.The waiter is wholly responsible for the service quality delivered.
• D)The lack of paper towels in the restroom was the first point of interaction in the customer contact audit because it was the first time his expectations weren't met.
• E)The yellowpages.com ad,the menu on the door,the hostess's greeting,the waiter,the quality and presentation of food,and even the restroom were all important service encounters.

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Definitions:

Psychiatrist

A medical doctor specialized in the diagnosis, prevention, study, and treatment of mental disorders.

M.D.

Stands for Doctor of Medicine, a degree awarded to physicians by medical schools.

M.S.

An abbreviation for Multiple Sclerosis, a chronic autoimmune disease that affects the central nervous system, leading to various neurological symptoms.

Ergonomics

The study and design of equipment, systems, and processes that fit the human body and its cognitive abilities, aimed at maximizing efficiency and reducing discomfort or injury.