This is one of a package of 15 different assignments that comprise the Elements of Service, which you will study this term. For this assignment, you will observe elements of service in almost any particular service establishment. A few examples of service establishments would include, but not be limited to these: Hotel, resort, private club, restaurant, airline, cruise line, grocery store, doctor’s office, coffee house, and scores of others. Your answers to this assignment will all focus on the particular service element that appears in the above template title (Customer Feedback), which also corresponds to those listed in your textbook and Power Point slides.
Here is a list of the 15 Service Elements that I am asking for you to observe and, by answering a set of questions provided in each assignment, critically analyze. While the question templates all ask for you to answer the same questions, each assignment’s set of questions focuses on a different Service Element (15 in all):
01 Timeliness
02 Incremental Flow
03 Anticipation
04 Communication
05 Customer Feedback
06 Accommodation
07 Supervision and Organization
08 Body Language
09 Attitude: Tone of Voice
10 Tact
11 Attentiveness
12 Naming Names
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