Contributing to the Service Culture Read the report and answer all questions.Sam Adams is the customer service manager of a large chain store specializing in high-end toys called P-Town. Sam has been asked by his manager, the chief operating officer, to come up with some ideas that exemplify a service culture, to be considered for use in the mission and values statement. Sam (speaking with a small group of employees informally or in a meeting setting): As you know, P-Town is in the process of reinventing itself and the higher-ups want to develop a mission statement that addresses this goal. They did a customer feedback survey, and the company received very high ratings. As a result, we have been asked (since we are the ones that work with the customers every day) to come up with some ideas. Jodi: You called us in on a Saturday morning for this? The higher-ups aren’t going to use our ideas anyway. Why should we spend all of this time working on something they won’t even use? Latisha: I disagree. I think it is great they are asking for our input, and we won’t know if they will use our ideas unless we provide them with good ones. Sam: Exactly, Latisha. Since the organization has developed as a service culture in other ways, like through the bonus system and training, they feel we need to better reflect our service culture in the mission statement. Latisha: How about we think about what customers look for in our customer service, then we can work backwards by then determining some values statements. Sam: Sounds good. I’ll begin. I think customers look to be rung up quickly when they are finished shopping. Jodi: Yes, they also look for some basic things, such as common courtesy. Andrew: Customers have told me they like to shop here because we all have such good product knowledge. I guess this is a result of all of the training we get. Sam: Great. I am writing all of these ideas down. What else do you think our customers look for? Jodi: I don’t know about you, but when I am shopping I want people to be professional. For example, I was at the grocery store last week and while the cashier rung me up, she was complaining to the bagger about her working hours for the week. I think that is a common thing that customers expect. Latisha: Yes, good point, Jodi. I like to be recognized, not treated like I am invisible! Sam: Good work, everyone. I think this list is a great start. Now let’s get to work on how we might turn these around into a company philosophy, values, and mission statement.1b. Which of the following are good ways...Which of the following are good ways for customer service data collection?Multiple Choicecustomer focus groupscomment cardsmystery shoppersAll of these are good ways.

Sam Adams is the customer service manager of a large chain store specializing in high-end toys called P-Town. Sam has just met a new hourly employee, Latisha, and after going over some general information, he is answering some of her questions about the company.

The Customer Service Profession Read the report and answer all questions. Sam Adams is the customer service manager of a large chain store specializing in high-end toys called P-Town. Sam has just met a new hourly employee, Latisha, and after going over some general information, he is answering some of her questions about the company. Latisha: Sam, at my last job, they talked about how customers are number one, but oftentimes the managers didn’t give us the tools to follow through. As a new employee, what tools will I have to be able to meet customer service expectations? Sam: We try to create excellent training systems, which is just one way our organizational culture focuses on customer service. Not only is customer service in our mission statement, but it is also part of the way we train our new employees. P-town offers excellent orientations, but it also offers ongoing training as well. Latisha: Great. After looking around the store, I noticed that the toys we sell are quite a bit more expensive than the average toy store. How can we compete when our prices are so much higher? Sam: One of our main competition points is the fact that we offer a high-quality product to customers, along with employees who have an intimate knowledge of the product. Throughout your orientation week, we will be providing product training which is something our competitors don’t do. As you know, our delivery system is brick and mortar—that is, we have an actual physical retail store. We find customers like being able to see and touch the product before buying.  Latisha: Ok, that makes sense. That is why I don’t shop online for some things, I like to see how it feels before I buy it! Sam: Absolutely, me too. Latisha: I just have one more question on my list for now. Can you tell me a little more about benefits? I was really happy with the compensation offer, but I was wondering what other benefits P-Town offers? Sam: We offer paid holidays, a profit-sharing plan, and a rapid management training program after new employees have proven their commitment to the company. As you already know, we provide a 10% higher salary than the industry average to ensure we have the best people. But, when you meet with human resources later, they will get into more detail about this. Latisha: That sounds great. I am really excited to get started!1a. What benefit does P-Town not provide to employees?What benefit does P-Town not provide to employees?Multiple Choiceproduct trainingflextimehigher compensationpaid holidays

In the context of service marketing, which "P" emphasizes the importance of customer service, employee training, and the overall customer experience?Question 42Answera.Physical Evidenceb.Processc.Promotiond.People

Required informationSkip to questionWegman's Food Markets Wegman's Food Markets does all it can to create happy, successful environments for both its employees and its customers. Almost anyone is sure to enjoy an ethical atmosphere filled with good food, abundant choices, responsible employees, and respect. Review the three segments of the case and write your responses as instructed. Motivation is more than a tool that managers can use to foster employee loyalty and boost productivity. It is a process that affects all relationships within an organization and influences many areas such as pay, promotion, job design, training opportunities, and reporting relationships. Motivating employees to increase satisfaction and productivity is an important concern for organizations seeking to remain competitive in the global marketplace. Read the case below and answer the questions which follow. Ranking high within Fortune Magazine's "Best 100 Companies to Work for" for several years, Wegman's Food Markets is loved by employees and customers alike. The 80-store chain operates on an interesting and somewhat backwards motto: Employees first, customers second. Life is different at Wegman's. At many grocery stores, annual turnover rates can reach nearly 100 percent, whereas the turnover rate for full-time employees at Wegman's is only 6 percent. What makes Wegman's employees so happy? It's the fair salary and respect for each person as an individual. In addition, Wegman's offers competitive benefits, including scholarship opportunities, a Wegman's retirement plan in addition to a 401(k), adoption assistance, and numerous employee discounts. Employees at Wegman's are allowed to do whatever it takes to create customer satisfaction without having to go higher up for approval. In some cases, this has taken the form of cooking a woman's Thanksgiving Day turkey at the Wegman's store because the one she purchased wouldn't fit in her oven or sending a chef to a customer's home in response to an SOS. While this may seem a bit extreme, a Gallup poll suggests that people who are emotionally connected to their grocery stores spend up to 46 percent more. As proof, Wegman's received around 2,400 individual letters in one year in which the writers begged Wegman's to build stores in their areas. Even an ethical company, such as Wegman's, isn't without its share of issues and risks. In 2005, activists accused Wegman's of cruel animal treatment at their Wegman's Eggs Farm. The New York State police and the Wayne County District Attorney's office investigated the matter and acquitted Wegman's of any wrongdoing. In response, Wegman's hired Dr. Joy Mench, professor of animal science at the University of California at Davis, to consult with them on proper animal husbandry. The company also brings in a veterinarian from the Cornell University Poultry Diagnostic and Extension Service to monitor the health and well being of the hens. Which of the following of Wegman's motivating factors is an intrinsic motivator?Multiple Choicea sense of pride from meeting customer needsscholarship opportunitiesthe Wegman's retirement planadoption assistanceemployee discounts on groceries

Required informationSkip to questionWegman's Food Markets Wegman's Food Markets does all it can to create happy, successful environments for both its employees and its customers. Almost anyone is sure to enjoy an ethical atmosphere filled with good food, abundant choices, responsible employees, and respect. Review the three segments of the case and write your responses as instructed. Motivation is more than a tool that managers can use to foster employee loyalty and boost productivity. It is a process that affects all relationships within an organization and influences many areas such as pay, promotion, job design, training opportunities, and reporting relationships. Motivating employees to increase satisfaction and productivity is an important concern for organizations seeking to remain competitive in the global marketplace. Read the case below and answer the questions which follow. Ranking high within Fortune Magazine's "Best 100 Companies to Work for" for several years, Wegman's Food Markets is loved by employees and customers alike. The 80-store chain operates on an interesting and somewhat backwards motto: Employees first, customers second. Life is different at Wegman's. At many grocery stores, annual turnover rates can reach nearly 100 percent, whereas the turnover rate for full-time employees at Wegman's is only 6 percent. What makes Wegman's employees so happy? It's the fair salary and respect for each person as an individual. In addition, Wegman's offers competitive benefits, including scholarship opportunities, a Wegman's retirement plan in addition to a 401(k), adoption assistance, and numerous employee discounts. Employees at Wegman's are allowed to do whatever it takes to create customer satisfaction without having to go higher up for approval. In some cases, this has taken the form of cooking a woman's Thanksgiving Day turkey at the Wegman's store because the one she purchased wouldn't fit in her oven or sending a chef to a customer's home in response to an SOS. While this may seem a bit extreme, a Gallup poll suggests that people who are emotionally connected to their grocery stores spend up to 46 percent more. As proof, Wegman's received around 2,400 individual letters in one year in which the writers begged Wegman's to build stores in their areas. Even an ethical company, such as Wegman's, isn't without its share of issues and risks. In 2005, activists accused Wegman's of cruel animal treatment at their Wegman's Eggs Farm. The New York State police and the Wayne County District Attorney's office investigated the matter and acquitted Wegman's of any wrongdoing. In response, Wegman's hired Dr. Joy Mench, professor of animal science at the University of California at Davis, to consult with them on proper animal husbandry. The company also brings in a veterinarian from the Cornell University Poultry Diagnostic and Extension Service to monitor the health and well being of the hens. In comparison to employees at other grocery chains, Wegman's employees likely feelMultiple Choicea sense of positive equity.low expectancy.a sense of negative equity.like their leaders have a Theory-X view of employees.that their tasks are boring and repetitive.