5. This assignment relates to Application Assignment 2 in Chapter Four. 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 the following:

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-play