Exercise #2 10%

Exceeding customer expectation by paying attention to details

Weighting: 10%

Where to submit: Learn@Seneca

Submission Format: Word

Individual or Group: Individual

Assignment brief:

To be done in Week 3 class:

Work in group of not more than 6.

Give examples on how a hotel, restaurant, airline, or a tourism establishment can do to exceed the expectation of the customers. Brainstorm as many examples as possible. List the examples on a word document.

Of all the examples written down in your word document, select 10 of them that are reasonable and practical from the perspective of the service provider

Deliverables (Individual):

1. Complete the table below and indicate whether they belong to value, information, convenience, or time. (5 marks)

Example	Value	Information	Convenience	Time
1.
2.
3.
4.
5.
6.
7.
8
9.
10.

2. For each of the above examples, why do you think that it will exceed the expectations of the customer? (0.5 mark each; total 5 marks)