Ob Chptr 3 Case 1

Topics: Customer service, Mind, Thought Pages: 2 (353 words) Published: January 2, 2013
Question no.1: Explain how Foreman 3-day course could positively influence the profitability of Albertson.

Ans.: The main target of Foreman course was to bring positive attitude among the employees. The theme that enforced the employees to maintain and acquisition of customers. This attitude made a strong bridge between customers and employees. This relation created a positive impact on quality of customer service. Therefore, customer attracted on their product and service hence profitability enforced. Question no.2: Johnson says, “Positive attitude is the single biggest thing that can change a business.” How valid and generalizable do you think this statement is?

Ans.: Positive attitudes are evaluative statements which are favorable about objects, people or events. It reflects how we feel better about something. For example, when one says,” I’m able to do this work.” This means he is expressing his positive attitude about his work. When this positive attitude made appear in the mind of employees then they became responsible in their business. So the statement” Positive attitude is the single biggest thing that can change a business” is valid and generalized. Question no.3: If you are Johnston, what would you do to evaluate the effectiveness of your $10 million investment in Foreman’s training programme?

Ans.: $10 million investment in Foreman’s training programme made efficient employees and they were motivated to do their respective work. This training programme brought a change on the mind of the employees as a result customer service improved. That kind of customer service brought more profit compare to before training programme. It was remarkable achievement for Albertsons. In this situation, I, Johnston considered that $10 million investment in Foreman’s training programme created a positive effect on the business. Question no.4: If you were an Albertsons employee, how would you feel about going through Foreman’s...
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