When customers complained that employees at Freddy's Fast Stop Stores were unfriendly,Freddy's instituted its Smiling Service program,which required all employees to greet and make eye contact with every customer they see within 5 seconds and always smile and offer help whenever the customer appeared to need any.Employees were counseled,sent to training courses and terminated if they failed to follow these instructions.What mistake did Freddy's make when it instituted this program?
A) It did not want to use audits or operating data to see how well the new program was being implemented
B) It chose a hard standard without seeing if a soft standard would be more appropriate
C) It selected behavior/actions for service standards instead of attributes
D) It did not establish a means of measuring performance against standards
E) It chose a soft standard without seeing if a hard standard was more appropriate

Question

Quizplus · Accepted Answer

Freddy's implemented a strict behavioral standard without considering if a more flexible, customer-focused approach might be more effective.

When Customers Complained That Employees at Freddy's Fast Stop Stores