It was nearly 2a.m.when Jaynell Washington arrived at her hotel; she was tired and hungry.When she asked the desk clerk how to get to the hotel coffee shop, she was told it was closed.Disappointed, she went to her room.About 15 minutes later, the desk clerk arrived at Jaynell's room with a plate of cheese and fresh fruit.The clerk refused the tip Jaynell offered, and no food charge was added to her bill. By doing more than was expected, the desk clerk helped achieve the business communication goal of:

Question

Quizplus · Accepted Answer

By going above and beyond to provide Jaynell with a plate of cheese and fresh fruit, the desk attendant demonstrated a willingness to build a favorable relationship with her. This type of unexpected, thoughtful experience is likely to leave Jaynell with positive feelings about the hotel and a greater inclination to return in the future. As a result, the attendant's actions helped achieve the business communication goal of fostering a favorable relationship.

It Was Nearly 2a