After Observing a Customer Verbally Abuse a Waiter, the First

question 59

Multiple Choice

After observing a customer verbally abuse a waiter, the first thing a manager can do to ensure quality service is to

• A) throw the customer out of the restaurant.
• B) assume the waiter provoked the attack and respond accordingly.
• C) provide emotional support to the waiter.
• D) review the delivery support system.
• E) make sure services delivery expectations are consistent and coherent throughout the organization.

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Definitions:

Basic Causes

Fundamental reasons or root factors that lead to a particular outcome or condition, often underlying more immediate or apparent causes.

Group Conflict

The clash or disagreement among members within a group, often arising from differing goals, values, or perceptions.

Resources

Assets, materials, and other items of value that are used to support and achieve goals or objectives.

Hostility

Feelings of anger, aggression, and resentment towards others, often leading to antagonistic or confrontational behavior.