This assignment relates to Application Assignment 2 in Chapter Four. You are the

training director for Noe Suites, and you now receive the following e-mail from the vice

president of operations. Prepare an answer.

Thanks for your recommendations regarding how to make the “Improving Service

Quality Program” a success. To improve hotel staff ability to respond effectively to customer

complaints (that is, “recovery”), we have incorporated many of your ideas into

the program, including the following:

a. Having trainees bring an example of a customer problem to class.

b. Giving trainees the opportunity to practice dealing with irate customers.

c. Providing trainees with feedback during role plays.

d. Having trainers identify and communicate objectives of the program to trainees.

e. Having trainers communicate to the trainees specific key behaviors related to customer

service.

I am now concerned about how to make sure that our training investments pay off.

That is, I am really interested in seeing that employees effectively and continuously

apply in their jobs the skills and knowledge they have gained in training. What recommendations

do you have?