#3 Assignment
Management Decision Scripted Service
Read the following scenario and answer the questions that follow.
Imagine you are the owner of a bakery. Having seen how efficient scripted encounters can be at fast food restaurants and grocery stores, you’re beginning to wonder if you should write a sales script for your bakery staff. If you could standardize how your staff interacts with customers, you might be able to increase efficiency and sales revenue. A script also might be a great help during the morning rush as well as a useful training tool for new hires; it might help them feel more confident behind the counter. A script could also help you get up and running faster in new locations. But how would your current employees feel about it? They all have different ways of working with customers. The bakery could lose some of its neighborly appeal when customers recognize the canned speech.
Questions
1. Which historical management technique best describes scripted service speech and scripted employee behavior? Explain your choice.
2. Do you implement a customer-encounter script at your bakeries? Why or why not?
3. Imagine that you have decided to implement a script for your frontline employees. Write the service script for bakery clerks.
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1. Which historical management technique best describes scripted service speech and scripted employee behavior? Explain your choice.
ReplyDeleteThis is best described by the scientific management because the goal of scientific management is to use systematic studies to find the optimal means of doing a task and this meant that managers had to scientifically select, train, teach, and develop workers to help them reach their full potential. By having scripted service speech and behaviors you are using systematic processes to complete each task at an optimal level, or the “best” way provided by management. In return, there are fewer errors and less questions about the correct way of doing something and all trained employees should be on the “same page.”
2. Do you implement a customer-encounter script at your bakeries? Why or why not? I believe in most cases, yes, especially when training employees. By implementing a system or scripts you are giving the employee structure and a step-by-step process to follow. For most people, this is a great way to feel confident and a way to measure whether or not the employee is doing things the right or the wrong way. In fact, I think this is a very important concept with new employees, but as employees become more familiar with the business and customers they should be able to customize their scripts. So, initially I would suggest implementing customer-encounter scripts so that they employees are synchronized and should reduce errors, etc but as time passes the employee should be able to alter the scripts while still maintaining the same efficiency and productivity levels.
3. Imagine that you have decided to implement a script for your frontline employees. Write the service script for bakery clerks.
Employee: “Good (morning/afternoon) welcome to XYZ Bakery! Would you like to try our new ABC Muffin?
Customer: Yes/No, I would like X pastry.
Employee: Great, would you like a cup of coffee or an orange juice this morning?
Customer: Yes/No
Employee: (Get total, etc) Your total is $.$$.... Have a great day and thanks for coming in!
I agree totally with your comment about a script being a confidence booster for new employees. It definitely is important to help them get started.
ReplyDeleteUsing scripts may not be beneficial in all the cases especially when the informal setting and relationship-building in the USP or value proposition.
ReplyDelete