Project 11.4 Manners and Business Etiquette (Pg. 182)
While eating lunch at the food court in the mall, Simon, a CSR at a retail store within the mall, witnessed a customer service incident in action. A woman approached the counter with a crushed Styrofoam cup and said, “This cup fell off our table and broke. I need another drink and I need someone to come clean up our table and the floor.” The tone of her voice suggested that somehow the restaurant was responsible for her broken cup. At that point, Simon noticed that the staff quickly gave her a new drink. Then the manager appeared with a smile and said, “I would be glad to clean that up for you.” The staff who served the woman was exemplary in their manners and etiquette throughout the service exchange. When Simon went back to work at the department store, he relayed his observations to his colleagues.
1. What do you think the likelihood is of this type of customer service practice in most businesses today? Can you name any businesses that provide exemplary etiquette and manners similar to that shown at the restaurant?
2. In your opinion, what do you think contributes most to staff with manners and etiquette? Were they hired with these qualities or were they trained in these behaviors, in this case, by the restaurant?
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