Albertson's Works on Employee Attitudes

Topics: Customer service, Customer, Sales Pages: 2 (466 words) Published: April 29, 2012
1.Explain the logic as to how Foreman’s 3-day course could positively influence Albertson’s profitability. The Successful Life Course’ primary focus is on attitude. If one has a positive attitude toward a situation it’s most likely to have a positive outcome. The course would have positive affects because it targets the employees. The employees are the ones who has the most interaction with the customers. This program gave the employees life and a positive work environment. When the work place is not stressful, you tend to have more happy employees, which in turn will lead to happy customers. And customers are the ones who bring in the revenue. 2.Johnston says, “Positive attitude is the single biggest thing that can change a business”. How valid and generalized do you think this statement is? This statement is true, because having positive vibes can change any negative situation. Johnston even stated that the program was a critical bridge linking the employees with the customers. If one comes to work on a daily basis with a positive attitude, usually the day goes good. But when the vibe is negative, your customers can pick up on this feeling, and may not want to return to your business because of this behavior. So, incorporating the program with his employees will be good for business because his customers will be the ones reaping the rewards of a pleasant salesperson. 3.If you were Johnston, what could you do to evaluate the effectiveness of your $10 million investment in Foreman’s training program? The effectiveness of the program, could be evaluated by previous employees, who have gone through and completed the program. If the employees have no customer complaints, and improved customer service skills, then you can say the program is effective. But $10 million dollars is a lot to invest at the beginning of a new project. I would invest half of that amount and make sure the employees who complete the program, still go through refresher courses...
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