When developing a customer experience strategy, how do we find a happy medium for this essential component of service culture in these Covid times?
Interviewers will inevitably make fewer mistakes when hiring if they consistently ask the same questions, ask good questions and rate each answer separately. Like any competency, the use of aids is not a sign of weakness but a way to overcome our weaknesses.
Last year, I spent a great deal of time in different kinds of restaurants in Switzerland in order to evaluate the effectiveness of psychology training on guest satisfaction. It was a very enriching and unique experience for the participants and for myself. It is indeed unusual for academics to spend time with practitioners. I would like to share this experience because I firmly believe that it can be useful for restaurant employees and managers around the world.
Grade Point Average (GPA) is more than a reflection of academic performance – it is an indicator of persistence and the ability to learn quickly, and as such, it should not be overlooked when hiring managerial talent.