After Observing a Customer Verbally Abuse a Server,the First Thing

question 4

Multiple Choice

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

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

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Definitions:

Average Rate of Return

A financial ratio that represents the average net profit or return expected on an investment over its lifetime, expressed as a percentage.

Straight-Line Depreciation

A method of calculating the depreciation of an asset, dividing its cost minus salvage value by its useful life, resulting in equal annual depreciation expenses.

Net Present Value

A method used in capital budgeting to evaluate the profitability of an investment or project, calculating the difference between the present value of cash inflows and outflows.

Present Value Index

A calculation that compares the present value of cash inflows to the initial investment, often used in capital budgeting.