1. What type of team, according to Table 11-2, delivered the excellent customer service at the Paris Four Seasons? Explain your choice. What are management’s greatest challenges with this sort of team?
2. What role does trust play in customer-service teams and how can management build that trust?
3. If you worked at one of Steve Wynn’s hotels or resorts, what sort of team building activities would you use for your employees to make sure each of your guests experienced great customer service?