...communicating with someone else at work, home, or school. The writer has chosen to speak on a misunderstanding she has experience at work while dealing with a customer. The sender was the cashier, and the receiver was the customer. The message was that the cashier did not apologies and sympathies with the customer after made a mistake on her order by scanning two of her items twice. The customer said the cashier did not apologies for her mistake she just go ahead remove the item that she had scan twice and continue talking to her co-worker and disregard the customer and for the customer that was very rude and unacceptable. The misunderstanding that has occur was that the cashier did not realize she had scan both item twice and after the customer pointed out her mistake, she did not apologies to the customer she just went ahead and remove the items without apologizing to the customer and letting the customer know she was sorry and it was on honest mistake, instead she act like she didn’t care and it was no big deal which in fact if the customer was not paying attention she would have paid twice for both items. This mistake could have been prevented if the cashier was paying more attention to her customer and her job and less attention to her co-worker. This writer had learned that in situations like these it is best to listen to the customer apologies and let them know you are sincerely sorry for your mistake and guarantee the individual that you will be more careful and pay more attention...
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...Porsche Massey April 19, 2012 SOC-340 Spring 2012 Breaching Assignment The Things That Happen When You Break in Line The breaching experiment I chose was breaking in line. At first, I didn’t think that I was going to get much of any reaction because sometimes breaking is something I have seen occur a couple of times. However, I received a great response when I completed the task. I chose to spice up the experiment by going to three totally different places, and acting three different ways. The first way in which I was going to act was to break in line and act as if I did nothing wrong because something that the customer was doing or had violated me and I no longer wanted to wait in line behind them. The second reaction was to argue back with anyone who said something to me about breaking. The third reaction was to be apologetic but at the same time not get out of line because I felt entitled. The first place I decided to go was to a smaller retail place called Walgreens to get some reactions. I went in on March 9, 2012 at 3:00pm. The exact location was Walgreens on Highway 31 in Vestavia Al. There were approximately twenty people in the store not including the workers. As I was approaching the front of the store I noticed an array of races; Blacks, Whites, Asians, and Hispanics. Also, the ages ranged from fifteen to late sixties. The second place I went to was Wal-Mart on Lakeshore Drive in Homewood Al on April 3, 2012 at 11:00am. It was over fifty people in the...
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...where ever they were going. I found that it was particularly harder to violate a norm with the pressures of my peers to conform. This norm was easier for me to violate in a McDonalds because they were people I didn’t know, or I would not see again. As I was standing in line debating if I really wanted to do this or not I was extremely nervous. My main worry was what these people would think of me. Then I started thinking about this and as to why I cared so much of what they thought of me. Then I thought I shouldn’t care so much as to what these people, that I didn’t even know, thought about me. As I got to the front of the counter I could feel my pulse start to speed up, and my palms start to sweat. I ordered my cheese burger and paid the cashier. Conveniently on this day I only had a fifty dollar bill on me, so needless to say I received a lot of smaller bills. I stood where I was put my change in my pockets and started counting the bills I had just been handed. While I was counting these bills I...
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...the common cognition of “stereotypes” comes to mind are pretty high; these conventional images include: fat, nasty, and rude. However, there are multiple different kinds of people to encounter at a travel center. A truck stop is kind of like an airport; there is so much diversity in the people everywhere you turn. There’s this girl Alexis who has been working at Pilot Travel Center for about two and half years. When she first started, she too thought the same – all truckers are fat and nasty. To her surprise, there are so many different kinds of personalities that walk in the door; you’ll be astonished that they are in the truck driving industry. After quick examination Alexis was able to narrow “these people” down to four specific categories; the creepy flirts, the professional clean cuts, the grumpy jerks, and of course, the stinky fats-o’s. Now, with that being said, sit back and try to visualize these unique individuals. First up, the creepy flirts; these are the men who will turn any type of conversation into an episode of Date Night. One of the procedures that have to be met while working at Pilot Flying J is asking for the "my rewards card," if for some reason the customer doesn’t have the card physically with them it can be looked up by the number associated with the account. It doesn’t matter how good looking or just plain old decent the cashier looks, any time a trucker is asked for their number they’ll try to flip the scrip. The most popular line that these drivers...
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...the name written on the cup to make sure if my name was placed there but my name was there. So, what I did was I went to the counter and complained about my order. I told them that they gave me a wrong order because it’s not really my order. After I complained, they apologized and said sorry to me. And what they did to recover their wrong service was that they gave me my order Java Chip with venti size which is the biggest size of their frappe. Also they gave additional product which was doughnut just to recover their wrong service. For me its passable, as long as they will recover what they did wrong to their customers and as long as they will satisfy their customers. Because there are some customers that are not easily satisfy with the replacement. But for me, it okay. Their strategies on how they will redesign their service are gradual. They will not let others customers know what happened. They will immediately do actions in that particular service. 2. Ministop I remembered when I bought a fried chicken meal at Ministop. Ministop is one of the convenient store like 7/11. But their difference is Ministop have their own fried chicken in their menu. So I was saying bought 2 pieces of friend chicken at Ministop and I found out that their chicken smelled spoiled. I tore a small piece of it and tore open its meat and then the smell came out. It was...
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...Task 1 – Understand how health and safety legislation and regulations affect a business working environment Create a business report, in a professional format; you are to explain the legal requirements and regulations for ensuring the health, safety and security of those employed in the business. This should include details of the legislation which would apply, starting with the Health and Safety at Work Act 1974 and others. After describing the main legislations you should report on how the legal requirements can be implemented. This should include reference to workplace policies, reporting procedures, management responsibilities, harmful work practices and individual responsibility Business legal requirements and regulations for health and safety requirements and regulations in the work place health and safety at Tesco The Health and Safety at Work Act 1974 Act sets out the overall responsibilities which businesses and mainly Asda have to follow with regards to employees and members of the public. Employees also need to take responsibilities for themselves and for each other. These responsibilities include looking after the business and people working in the business to ensure everyone at their work place is safe. For example in the business and the staff follow the Act by my making the organisations follow these acts about the health and safety and to make sure the business are in a good safe working environment and everyone at that work place is safe and treat in good...
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...Personal Honour I’ve learned in my life that if you live life doing the right thing, being kind to others, living life with honour is best. Honour is one’s belief and action. I try to do the right thing as much I can. One day I went to HMV to buy movies, I picked up 3 dvd’s and paid for it. When I got home I notice when I looked on the receipt that the cashier just charged me for two instead of three. So the next day, I went back to the store and told them that I was not charged for one of the movies. The cashier thanked me and said that most people wouldn’t have brought the dvd’s back. I could have saved $30 dollar, but conscience was telling me to bring it back and pay for it. I try to be kind to everyone even if some people are rude to me. I work as a manager for McDonalds, and one day at work a customer came up to me and started to yell. The first thing that came to my mind was to punch him. But instead I listened to his story and help him solve his problem and because I was nice, he left the store happier. Where I grew up no one did the right thing, being kind was a weakness and honour was no were to be found. Every day, I try hard to live a good life so my son can see the difference between right and...
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...and said that should resolve the issue made me sign paper work saying she was there and drove off. To my surprise my issue was not fixed after the same technician came out two more times to do the same thing just replace the tower and be eager to leave I decided to call and basically clarify that I refused to pay my bill until the issue was resolved since I have had little to no service for three months the representative on the phone was really rude and certainly not professional accessing the account first and then asking security questions. He stated that I am obligated to pay my bill or service will be discontinued I argued my case and still couldn't make him understand after about 45 minutes I just said thank you and hung up the phone. I then proceeded to look online for other people with similar issues and I found out that every service provider carries a department called a retention department which strives to keep you as a customer and so in a matter of 15 minutes my attitude towards the company changed having gone from rude and unprofessional to a service rep who was very kind and courteous and stayed on the phone until the whole issue was resolved I got my balance of zero dollars and was...
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...phobia. She had dropped her groceries on the floor and could not purchase them for she felt they were “dirty”. The cashier was playing a roll of a not so very understanding person. He kept implying that they were not dirty and that the food was fine, one customer in line tried to explain to that OCD is Obsession Compulsive Disorder and that once something isn’t right they mentally cannot handle it. In the second situation there was a man in a liquor store with his son purchasing alcohol for a party that his son was going to have. You could tell that the son was very uncomfortable with the whole thing and that the father was pressuring him. A bunch of people disagreed with the actions the father was taking. In the final scenario a woman was breast feeding her child that was at the age of four in a coffee shop. One of the actors was playing the role as a disgusted costumer in the coffee shop and was making a big scene asking the woman to do that elsewhere. A lot of customer didn’t seem to have an issue with the woman breast feeding her child in the open public. Critique: All the scenarios had good points to them, if I was the person in line at the grocery store I would have done the same thing that the woman had done while she was in line. Some people have no courtesy and are just plain rude. It would have been quite difficult for me to be considerate to that cashier if I was in that position. As for the father in the liquor store buying alcohol for a son that doesn’t want anything...
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...example greeting someone when you are being introduced for the first time. There is no law stating that you must make eye contact and shake their hand. If you decided not to, it would be considered rude. It is also a social norm in our culture to stand in line in public places rather than expecting immediate service. When I was considering where to conduct my observation, I wanted to choose a location where there would be multiple norms to observe and then later violate. I decided on a local café and deli in the business distract of downtown Cincinnati. Since the observation was taking place in the business district, I decided that lunch time would be the best time to do it. I started at 12 o’clock Thursday. The café is located on the ground level of apartment building that was built in the late 1800’s. The entire front side of the store is floor to celling glass, letting in a ton of natural light. There is only one entrance and one exit. Once inside to the right of the entrance is the deli, where all food orders are placed. On the opposite side is the café, which is just a sitting area and soda machines. I took a seat in the café area that allowed me to see the rest of the store. The first thing I noticed was the difference in the demographics of the employees and the customers that they served. The employees were mostly middle-aged African American women with the exception of one...
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...store cashier, and he observes the store. He finds interest in girls that walk in the store with bathing suits on. Everyone in the store wonders why these girls are walking in the grocery store with bathing suits, when there is not a beach for miles. He starts to observe them as they walk up and down the aisles. Who out of the three girls is the boss? Why are they here? As he starts to feel that it is his job to observe every move they make, he starts to describe them in more detail. Sammy finds out that his friends are being demeaning towards the girls and decides to take action. Sammy gains the confidence to quit his job and become Mr. Hero after viewing this misogynistic nature. He feels that they are beautiful in their own different way. The girl’s uniqueness is what caught his attention, thus showing Sammy’s unique mindset. From the beginning of the story he starts to describe the first girl he sees. He states “The one that caught my eye first was the one in the plaid green two-piece. She was a chunky kid, with a good tan and a sweet broad soft-looking can with those two crescents of white just under it… (1013).” He starts to talk about what she had on then talks about the tan she had. Why did he care about her tan like that? He was trying to say that her tan was not fully complete because she had parts of her body that the sun did not hit. Maybe she was not in the right position for the sun to hit her entire body. He was so focused on observing her, that the customer that...
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...just how well the customers is pleased and that goes for everything. To make money, one must either sell something or render their services. And in order to successfully do so, one must bring to the table what the other person demands. There are so many businesses out in the world with every body hungry for money and some just plane greedy. Regardless, with all the completion out and all these business, it might be a little hard to stand out and show what makes your business different from that of another in the same genre. Everybody either copies each other or find a little something that sets them apart for a short while, because it won't be long until there is something better than the previous "new" thing. What makes these competition a little easier is the ability to wow the client. In a world of everything seemingly the same it is very important to have the quality that can wow the customers and make them want your business and your business alone, because of the fact that they will feel very comfortable getting that business from you. The wow factor is a quality that not everybody possesses unfortunately The wow factor in the hospitality industry is what really makes it successful no matter what branch of hospitality. Yes there are other things to consider as well such as the location, demographic as things of that nature. But having that wow factor will bring any hospitality industry from good to amazing! The wow factor is the ability to serve customers with the utmost...
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...product stock. Today brothers Hank and Doug Meijer, grandsons to the founder still run the company. Facts * Private owned business doesn’t have to answer to shareholders to make decisions * Too many products to manage and validate pricing * Revenue Focused eliminates customer service with the new performance program * Low pay scale and physically demanding job which attracts employment from people from the lower class neighborhoods which can lead to high turnover rate and lack of understanding in what it takes to run a business Issues Some primary issues are that the company has 76,000 employees to manage. This can remove the personal experience between the manager and the employee. Employees need to feel important and in a company where there are too many employees, the turnover rate is high. Another primary issue is that management has to enforce the company programs with the employees. This might not happen as the employees are focused on the new performance evaluation program and management could be slow to respond. The cashier being focused on the performance of their scanned items and the timer will take away from the personal connection with the customer. This program will have the employees feeling more stressed at work, which will affect their overall...
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...task, I am going to outline how improvements to the customer service in an organisation could be made. McDonald is very popular and it has high reputation in customer service as they always act on their all customer complaint. They always provide better service to their customer to make sure that customer visit store again but all business are not perfect so I am going to explain the weakness and make suggestion how they can improve their weaker part of their customer service. The first weaker part of their customer service is that their employees. They sometimes get rude. But it can be customer last visit to the shop so I think they should improve it. I think McDonalds should provide staff training regularly so their employee has knowledge and skills to handle different situation and deal with complaints. Training should also include that all customers should be treated equally. McDonalds should do something which encourages staff to do their job honestly such as set aim and if they achieve they get bonus or discount. So this way you going have employees who are satisfied and they also do their work honestly and put full effort because they want to gain reward. The second weaker part of their customer service is that they have low amount of employees. Many times McDonalds have long queue at cashier because there are many customers and less staff to serve them. So McDonald is more likely to stays busy and some customer want to go to quite place. Sometimes if someone want...
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...This to me is wrong on many levels. There are plenty of Vietnam veterans who fought for this country and regular American citizens who cannot gain decent employment, and are being turned down for not being bi-lingual. But someone who speaks very little to no English at all has a bi-lingual management position. That arises questions in itself. Who completed your all English application for you? How did you get a bi-lingual position when you only speak and understand one language? According to CBIA Human Resources it is not at all unusual for a company to have employees whose native tongue is a language other than English. In some work places this has caused problems. For example two cashiers chat with one another in Spanish while dealing with English speaking only customers. A customer can later complain about...
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