5. This assignment relates to Application Assignment 2 in Chapter 4. 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

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 our training investments pay off. That is, I am really interested in seeing the employees effectively and continuously apply in their jobs the skills and knowledge they have gained in training. What recommendations do you have?