Assignment 1-3 Comments:
I am currently at Applebees in Olathe, Kansas. I have been there
for about
five years, so it is the only job experience that I have. Since
it is a
restaurant, it is a facilities-based service. Many of the restaurants
operate differently because of the customer base, but I respect the
way the
management has operated in my restaurant. I have a lot of responsibilities
as a line cook because of the length of time I have been there.
I open part
of the line, do ordering, inventory, line checks, handle money, and
am
considered an authority figure. I deal with enormous amounts
of stress from
managers, servers, and other cooks because they depend on me for a
lot of
reasons.
Assignment 1-3 Comments:
My name is Ashley and I have had a lot of work experience in service
operations settings. I have worked in two different restaurants.
In both restaurants, I was responsible for communicating with customers
on a normal basis. Making sure the customer was happy and satisfied
with what they ordered was the number one priority. Being personable
is another key characteristic. Both of the restaurants would be considered
to be facilities-based services since the customer came to the service
facility for service and/or product.
I currently work at ESU in the Human Resources
department as a student secretary. This would be viewed as an internal
service. Simply for the fact that I am responsible for data processing
and sending reports via the computer on a daily basis. We work with
contracts, salaries, benefits, etc. The Human Resource Department
is there to answer any questions about any of the previous mentioned subjects.
Assignment 1-3 Comments:
From 1979-1989
I worked for Tulsa Life Flight in Tulsa, Ok. I was a Communication
Specialist, my duties included receiving emergency calls from EMS and
Hospitals for the rapid transport of patient by helicopter. Once the
call was received, I then dispatched the helicopter. In 5 minutes or
less we were on the way to pick up the patient or patients. In addition
to taking calls, my other duty was flight following the aircraft. The
pilot would inform me of there time and distance to go. Example form
pilot would be "Dispatch Life Flight 1 is on course 25/10". This meant
25 miles and 10 minutes to go. In the event of an emergency and the
helicopter went down it was my responsibility to find them from there
last transmission point and send help. There were many other duties
but
these were the main ones. Tulsa Life Flight provides rapid transport
for
the sick and injured in a 150 mile radius around Tulsa, Ok and has
flown
well over 20,000 missions safely. When I left the number of flights'
I
had dispatched was around 4500.
At the present I work for Staples as a Sales/Technician. I do the
majority of cumputer upgrades and repairs for the Tech Center. We do
simple upgrades like memory and up to motherboard replacements. Staples
Computer Upgrade Center provides a good service at a fair price to
the
people in and around Lyon Co, KS
Thanks,
Chuck
Assignment 1-3 Comments:
My name is Jaime Cales and I have had several experiences in the service
industry. I have worked in a bank, department store, and a college
campus office. I currently am an office manager at Price Chopper.
While holding this position I have dealt with customer complaints, being
short on help, and most recently answering customer questions about the
remodeling that we are doing to the store. I have been in the grocery
business for the past three years and have learned how important it is
to keep your employees happy by talking them, asking their opinions about
things, and making sure you are not understaffed. Employees get tired
of covering for others all the time, not to mention, that customers are
happier if they can get in and out of the store as fast as possibly by
a friendly cashier. The customer's happiness is very important and
if they are not happy it is your goal as a service provider to make them
happy, even if it just takes a friendly smile and a "Hello! How are
you today?"
Assignment 1-3 Comments:
I worked for Pizza Hut for five years as an Assistant Manager and then got recruited from Long John Silvers as an Assistant Manager, where I stayed for two years. I then got out of the food industry and entered retail working for the Claire’s corporation for a year and a half. I am currently working for Scudder Kemper Retirement Services. In all of my years in management, in both food and retail, I came in contact with customers and employees every day. I had to deal with complaints and a few compliments on a daily basis. I have learned that showing sincerity, gratitude and appreciation for others conflicts are easily resolved. Now that I am working for Scudder Kemper I am now dealing with customers in a different way. I now deal only with customers over the phone. This can make communication more difficult because you do not have the human interaction.
Assignment 1-3 Comments:
My name is Cherie Dixon I currently work for my fathers printing company,
Lynn Tape & Label. We manufacture pressure sensitive labels
and fix-a-form
booklets. We are a facilities-based service provider. I
work with
customers on a daily basis. I have several job positions.
I take a lot of
customer orders over the telephone and set up lead times. I also
have to
call customers who are past due on payments, sometimes these customers
can
get angry. I believe in trying to make the customer happy, but
sometimes
its impossible. I do some selling. Our company benefits
from personal
selling because we get the chance to show potential customers samples
of our
labels and booklets and give them the reassurance of quality and
reliability. I have learned customers would rather deal with
one person
than many different people at our company. I believe Lynn Tape &
Label has
been successful for 15 years because of the customer service we provide.
A
sale is not final until the customer is 100% satisfied with the work
we do.
Cherie Dixon
Assignment 1-3 Comments:
My name is Debbie Freeman I currently work as a Distribution Manager
for a company that manufactures GPS systems. Although,our company sells
a product, my department offers a service -- delivery of this product
to our customer. My job, as a Manager,involves working with
customers who are unhappy because we didn't ship when expected, as expected
, or it arrived at the customer site damaged. The way we present the product
to the customer, is the last impression they have of our company so it
is important that we do it in a professional manner..
Approximately two years ago, my husband and I owned our own restaurant.
A restaurant is a service based business in which you have continual contact
with people and the customer is always right. Many times when unhappy,
you have to pacify them with a free meal or portion of their meal free
- a cost of doing business. On the bright side -- I was
able to meet many people in town that I didn't know and I enjoyed talking
and interacting with them on a daily basis.
Assignment 1-3 Comments:
For the past two years I have been part owner of a small coffee shop,
called
Arizings, of which my mother is also part owner and operator. When
I get time
to help behind the counter, it is always interesting helping customers,
some
more than others. As always some people are easier to please
and others are
not.
I also work part-time at a local manufacturing plant,
called Kansa Corp.
I am currently working in the assemble part of production. Here my
job is an
internal service that helps the company meet the needs of the customer.
Assignment 1-3 Comments:
Service operations is what I have been doing on a full time basis
for the past 7 years. Being a manager of a restaurant is the best
example of service that comes to mind. The ability to portray my
thoughts and desires to my customers and making them feel as if they are
the only ones in the restaurant is my ultimate goal. Other than wanting
them to have an enjoyable evening and recommending us to all of their friends.
I am currently managing a pizza restaurant here in Emporia.
I consider it to be the best pizza in town, but as may know my opinion
is quite biased. I have managed the restaurant for approximately
two years now. And the biggest challenge is balancing my school and
my private life around 40+ hours of work a week. This is an extreme
challenge. As anyone can attests to that is in the same situation.
Before coming to Emporia to finish my degree I was the manager
of a Bar-B-Que restaurant in Garden City, KS for 5 years. Adams Rib
was the name of this wonderful restaurant. If anyone is in the Garden
City area be sure and check it out. Ask for Phil Adams and tell him
that Flynn Harvey sent you. I guess that is enough blatant attempt
at advertising.
My duties as a manager include customer service (first and foremost),
employee relations (human-resource). Scheduling, ordering and books
for daily sales. These are just to name a few.
Assignment 1-3 Comments:
My personal experience began at seventeen working for Wal*Mart.
I worked for this chain of retail stores for three years. During
this time I worked in every aspect of the store, learning about hiring
people, inventory, and even how to smilingly meet the demands of a overwraught,
drunken Christmas shopper. My knowledge of the store made me a unofficial
worker in all departments. This actually led to a lot of walking
and even running to meet customer demands from one end of the store to
another. The customer intereaction I received through my work at
Wal*Mart helped me in my next job at Walt Disney World.
Working through the college program, I was trained through the
Disney University in personal intereactions with customers and fellow workers.
My daily duties included running rides in the Fantasyland section of the
resort, pulling crowd control during parades, and resolving customer dissatisfaction.
One thing I took away from my experience is never keep a customer waiting
if you can help it, but if you can't make the service worthwhile.
Currently I am working as a contract worker for General Electric’s transportation
division. Much of my work involves labor billing disputes and record
accuracy with the railroad we are servicing. Overall, I have learned that
intereaction with people, not a desk, is what I enjoy most.
Assignment 1-3 Comments:
Over the past six years I have worked for several different service
businesses, all of which are facilities-based services. I have worked
in retail, the banking industry, and car rentals. During my three
years in the banking industry my job was a teller. As a teller, my
main job was to provide a service to the customers by helping them handle
their accounts and additional financial needs.
Over the last year, I worked for Hertz Car Rental. This
job was just as service oriented as my job in the banking industry.
My duties not only included cleaning vehicles, renting and checking in
vehicles, and booking reservations, but also helping customers choose the
right vehicle that fit their needs and was affordable. In other words,
my number one responsibility was ensuring the customers happiness.
Assignment 1-3 Comments:
I currently work for a local utility in Johnson County, Kansas. We are definitely a service business, as we provide a much needed service to the residential customer as well as to commercial accounts. We are a field-based service, where the utility service is provided to the customer in the home. In our monopolistic environment, the customer cannot easily obtain service elsewhere so they must be able to relate to our customer service department. I work in the Internal Auditing Department serving the entire organization and each department is my “customer”. Although I do not work directly with the customer, I believe the organization strives to provide the customer with satisfactory service.
Prior to my current position, I was an accountant for a manufacturing firm. I did not have contact with the customer, but provided service to the entire firm.
The service environment in which I have worked was several years ago in banking as a paying and receiving teller. Customer satisfaction is most important in the bank business, as the customer can easily change financial institutions, transferring all their money and future loan business with them.
Assignment 1-3 Comments:
Bluestem Farm and Ranch Supply caters mainly
to the needs of the agricultural community with the Ag Parts, Animal Health,
and Lawn/Garden Departments. However, it also meets the needs of
the general population with its various other departments and services:
Paint, Sporting Goods, Tools, Plumbing, Electrical, Clothing, Hardware,
Shop, and Automotive.
I have been a part-time employee of Bluestem
Farm and Ranch for the past two years. During this time, I have worked
in the Animal Health Department of the store. The Animal
Health Department contains merchandise that will meet the animal needs
of farmers, ranchers, and others alike.
The main focus of Bluestem is customer service.
The customer always comes first. I am expected to treat my customers
in a friendly and courteous manner whether it is in person or on the phone.
Then, I assist them with any or every need that they may have not only
in my department but all throughout the store. I offer my assistance
in a variety of ways whether it is helping them find a product, giving
advice or suggestions, carrying out merchandise to vehicles, etc.
My goal is to see that the customers at Bluestem are well taken care of
and that their needs are met in some way shape or form.
My other duties at Bluestem include stocking merchandise
on the shelves and cleaning/organizing my department. However, these
duties come second to customer service and customer satisfaction.
Through my experiences at Bluestem, I have
gained valuable insights into the workings of a farm/ranch store.
Assignment 1-3 Comments:
My first experience in the service industry was at the El Dorado
Dillons.
I was in high school at the time and needed some extra cash.
I was used to
construction-type jobs at other places, so I thought a courtesy clerk
at
Dillon's would be easy money. I was in for a surprise!
I had no idea that
there were so many 'fruitcakes' out there. Even though I wasn't
authorized
to handle major customer outbursts, I did have to direct the customers
to
upper management.
After Dillons, I decided to take a different service industry
approach,
basement repair. For the next four summers I worked at Kansas
Basement and
Foundation Repair, Inc. This was a much more relaxed customer
atmosphere
because the homeowners were usually not there. If they were there,
they
were usually involved. Even though they often got in the way,
I enjoyed
explaining the procedures to the customers and invited them to stay
and
watch.
Assignment 1-3 Comments:
Assignment 1-3 Comments:
My name is Ken Ramsey and I am in the auto parts business.
I am now
employed by General Parts Inc. (GPI) which is the largest member of
CARQUEST.
I have worked for GPI for two years as a store manager and as
an outside
sales rep. I have been in the parts business for my entire life.
I have
worked in customer service in automotive warehouses, managed stores,
sales
rep, managed physical warehouse operations, and done some employee
training.
The automotive parts business is very service oriented.
We sell to the
wholesale as well as the retail consumers. We deliver parts,
offer
management assistance, provide promotional materials, help with technical
assistance, and help our customers gain the knowledge to be more productive.
I could go on for pages but this is it in a nutshell.
Assignment 1-3 Comments:
Assignment 1-3 Comments:
I have worked in a retail atmosphere ever since I started working
(Wal-Mart). I would say that one of the things that I enjoy best
about being in this environment is just the fact that you can be as
creative with your displays as you want and even present items to
customers in ways that they may not have thought of using that
particular item before. I enjoy the interaction with people,
customers and employees, at my job as well. All of my interaction
with customers is done in person. Very seldom is there ever any
customers that I deal with on the phone, unless they are calling in
to see if we carry an item or have an item in stock, or unless it's
helping a fellow employee out who maybe helping a customer as well
by providing information to that customer to help them make a
decision.
Assignment 1-3 Comments:
I have had a lot of experience working in the service industry. When I was in high school, I worked at a grocery store, dry cleaners, and a restaurant. After high school I started working in the banking industry. I started out as a teller. The only job a teller really has is to serve customers, so I gained a lot of experience in this position. After a year and a half I became a customer service representative. In this position, I opened new accounts, performed account maintenance, processed loans, and any other customer service issues. I then left the bank I was currently at and began working in mortgage lending at another bank. I still had customer contact in this position, but not as much as in customer service. I mainly did the processing, but I did have to contact the customers occasionally. A little over a year ago I decided to leave the banking industry altogether. I accepted a position with a company called Mountain Energy Corporation as an Account Manager, which is what I am currently doing. Mountain Energy is a natural gas marketing company. Businesses and schools can buy their natural gas from us instead of the utility at a saving of 10-30 percent. As an Account Manager, I have a little over 100 accounts that I am responsible for. I handle contract administration, designating nominations to our transportation department, billing, collecting, and any customer service issues my customers might have.
Assignment 1-3 Comments:
I have been employed by service providers for the past 5 years.
I have worked in the food industry, retail, and now the insurance
industry. I have always worked closely with other employees where
you are dependent of them to be there day to day. I have worked as
a manager for 3 years and have had to deal with customer complaints a great
deal. I have learned that as a service provider, your number one
priority is to keep your customers happy. You need to show understanding
when dealing with both customers and employees on this level. To
provide customer satisfaction, you need to make sure that all aspects of
your business run efficiently. This includes such things as scheduling
and keeping proper inventory levels.
Now as a claims representative, I am providing service in a different
way. I know deal with customers over the phone, rather than face-to-face.
This is often more difficult because you do not have your body language
to rely on. You have to show compassion through your voice.
Assignment 1-3 Comments:
My most memorable service occupation was working for Boogaarts
Food Stores. Boogaart’s was a small subsidiary chain of Fleming Foods
Inc., one of the world’s largest food distributors. Unfortunately,
due to declining sales and stiff competition, the chain was sold.
Today, very few of the original stores are still open. Those that
survived where bought by other regional chains such as IGA.
When I first started at the grocery store, I was employed as
a produce associate. My job kept me constantly on the sales floor
in full contact with the customer. One of our most important rules
on the sales floor customer communication (“3ft and greet rule”).
We believed that that our superior customer service would overcome our
higher prices. No matter what you talked about, the whole idea was
to get the customer to feel at home. Due to our friendliness, many
regular customers were on the first name basis.
Once I was promoted to department manager, my customer contact
was reduced. However, my interaction with corporate offices, suppliers,
and local growers greatly increased. My new responsibilities did
not distract from the fact that my customers’ satisfaction came first.
In a small community it would only take a few minor mishaps for our new
store to fold. Since there were two other grocery stores in this
community of 3,500, we could not afford any negative press. There
was no mistake about it we were fighting for every customer we could get!
In a few instance I would order specialty products for customers just to
keep customer loyalty, meanwhile knowing that I would take a loss.
By the time I moved up farther into management, our store was
in real trouble. Before this promotion, even a 19yr old college student
could see what needed to be done. We needed to slash prices throughout
the store to stay in existence (considering that grocery stores have a
tremendous markup). Everyday I was in contact with consumers, and
could here them complaining as they strolled down the aisles.
The corporation had been using their standard operating procedures to open
our store (procedures that were used primarily in larger and more wealthy
communities). Unfortunately, my town didn’t follow the standard.
A large customer base could not be established in a few months in Hiawatha,
Kansas. The other locally owned stores were to well rooted into the
community. Those stores would take a loss for several years before
giving in to an outside corporation. This destroyed the corporation’s
time/profit schedule, which in turn helped the closure decision.
We were a crew of a sinking ship, and our associates continued to satisfy
our few customers until the very end.
Assignment 1-3 Comments:
My first job was working at Shawnee Gardens Nursing Home. I was
a dietary
aide. My tasks involved making sure the kitchen was sanitary
and that the
patients received the proper meals. This was especially important
because
some patients were diabetic etc. and couldn't eat certain foods.
This job
would fall into the service business category because I was working
directly
with the patients at the nursing home. I would also consider
this a
field-based service because I went to the patients home.
I have also been teaching gymnastics for the past seven years for Johnson
County Park and Recreation. I coach a competitive gymnastics
team for
children of all different ages. I am expected to lead practice
and take the
team to meets. I also am in charge of the bookkeeping and keeping
the
parents informed about what is happening with the program. This
is a
facility-based service and also falls in the service business category.
In my extra time I also work for Burlington Northern Santa Fe Railroad
as an
independent contractor (JLS Support Services). My tasks at the
railroad
involve pretty much everything. I am responsible for helping
anyone who
need an extra hand. I mainly do data entry and mass mailings.
I think this
job falls in the internal service category because I help the company,
but I
don't interact directly with the public consumers.
Jessica Steckler
Swayze, Mandy mandyswayze@hotmail.com
Webquest
Assignment 2-3
Assignment 4-2
Assignment 1-3 Comments:
In the past, I have worked in restaurants, which means I have
provided
the type of service labeled service businesses.
Currently working as a Recreation Program Director, I
am continually
providing services to the community. The type of services I provide
as a
program director are facilities-based services. I conduct tiny
tot and
children programs in which the child must come to the Recreation building,
or facility, to receive the services their parents have paid for.
I work
directly with the children, who are also my customers, and I have direct
communication with each child's parents. My position also calls
for me to
coach a little league softball team in which I also have direct contact
with
the children. The children pay to play and learn about softball,
and my
boss pays me to coach and teach them. I also perform internal
services. I
do some bookkeeping in balancing the cash register and making the deposits.
Also, I make the schedule for all my summer employees. In manageing
my
employees, I have learned that effective management requires understanding
of personnel and operations.
Thomas, Tabitha tabitha_t@hotmail.com
Webquest
Assignment 2-3
Assignment 4-2
Assignment 1-3 Comments:
My name is Tabitha and I have worked with the service industry
in a few manners. While working for a Chamber of Commerce I encountered
many service hunting consumers. A Chamber of Commerce is a non profit
organization designed to serve the community in which it is in. In
some aspects the Chamber acts as an internal service provider for a city
or a community. For instance, while working at the El Dorado Chamber
of Commerce I often aided visitors to the community in finding certain
accomodations. I also helped city officials in bringing new businesses
into the community. I was constantly dealing with the public.
Whether on the phone or face to face I had to be cheerful and helpful at
all times.
I have also worked as a waitress. Even though this was
not a favorite job of mine, I still had to be polite to my customers.
In this position, as opposed to working at the Chamber, my attitude was
a deciding factor in the amount of money I would make. If I was extremely
cheerful and nice to the customers I would make a large tip, whereas if
I was not polite I would not make a tip. At the Chamber I did not
rely on tips for my income, so a smile or a thank you was the only gratitude
I would receive from my politeness.
Varela, Romao romao@rvarela.com
Webquest
Assignment 2-3
Assignment 4-2
Assignment 1-3 Comments:
I worked almost three years for the Tax department in my country (Guinea
Bissau in West Africa); it is an office like the IRS here in the States,
prior to coming to US.
Many people in my country believe that the government doesn’t solve
any of their problems so why should they give any money to them.
So there’s still a lot of misleading information about what tax is all
about. As an auditor and working for the government many business people
see me as someone who trying to take their money, when I was just doing
my job. I had to approach those people in many ways and try to educate
them about the importance of paying tax and explain to them that my job
is to make sure the government gets the money they are supposed to and
the businesses pay what they have to pay, but don’t have any responsibility
for what they do with money. I always encourage them to address their complaints
to the government as to why their tax money is not being used to build
roads, hospitals or improve people’s lives in general.
Assignment 1-3 Comments:
I recently had a very negative experience in the service
industry at my
job at the Victorian Veranda Country Inn, in Lawrence. I was
running the Inn
while the owner was out of town. One woman had rented several
rooms and
scheduled a bar-b-que for 60 people. She was appearantly trying
to take
advantage of the fact that the owner was out of town. She had
told the
guests who she reserved the rooms for that she had recieved a special
discount on the rooms. When the guests checked in they were asked
to pay for
the rooms, and were angry when they recieved no discount.
The owner had given no discounts, which put me in
a tight spot. I had to
calm the guests and tell them that their were no previous arrangements
made.
I also recieved a great deal of complaints from the guests. I
was also put
in a position that I had to confront the woman who made the arrangements
and
call her on the fact that there was no such discount agreed upon.
Needless
to say it was way more trouble in one day than I had ever had at the
B&B
before.
Assignment 1-3 Comments:
My name is Michelle and I have been working in a services operation setting for the past two years. Currently, I am employed by Sodexho Marriott Services, which is the foodservice provider of Emporia State University. The service philosophy of the company is to achieve superior customer satisfaction. Sodexho Marriott Services has three service departments here at E.S.U.: Lakeview Cafeteria, Hornet’s Nest/Nectar, and Catering/Skyline Dining Room. I work in the catering department as the Assistant Catering Manager.
The catering department is service oriented because we provide refreshments, meals, equipment, and supplies to customers who call our office and schedule activities and events. The services we provide are both facilities-based and field-based. We cater not only on campus for E.S.U. events, but we also cater around the Emporia area for weddings, anniversaries, and other special occasions. To ensure that the company meets the needs and expectations of the customers, foodservice contracts are signed for each event.
Another service area within the catering department is the Skyline Dining Room, which is located on the second floor in the Memorial Union. The Skyline Dining Room is open only during the lunch hour and offers a wide variety of food choices buffet-style in a restaurant type of atmosphere. Making sure the customers are happy and providing a friendly atmosphere is our number one priority.
Last updated August 21, 2000
by: William L. Smith
e-mail: smithwil@emporia.edu