1. Part A
What I Have Learnt From The 8 Workshops:
Customer Perception

Before I went through the workshop on customer perception, I always think that the reasons why one will like a particular restaurant were just because of “feel” and the food offered. However, after attending the workshop, I began to understand the reasons behind the popularity of some restaurants. This is so as they have insisted in creating good customer perceptions and they really do care about their customers.

I have managed to realize the importance of those concepts when I was supposed to do the individual field trip assignment. I also have managed to apply those concepts taught when doing the individual field trip.

For instance, when I went for the field trip, I would first look out on how the restaurant, New York New York, could impress me when I first reached. Then, I began to look for things like the advertising and promotion boards located outside of the restaurants. After I sat down to have my meal, subsequently I looked for things like how well is the food prepared and how was the quality of the service. After that, as I was writing my report a few days after the meal at the restaurant, I then realized what I have been looking for during the meal at the restaurant is actually also taught in the notes! They are the short term and long term expectation creators!

(New York New York, The Restaurant I Went, To Do My Individual Field Trip Assignment)

I felt that the individual assignment was very useful. This is so as not only it allowed us to have a chance to enjoy food at a food outlet; it also allows us to apply theoretical knowledge to our lives. With the assignment, I have been able to understand the concepts better and I feel that if it is possible, it would be something great if we are able to have more individual assignments like that.

Also, I realized that I have actually used some of the 7 deadly statements during my working time and I did not even know that it may cause the customers to have bad perception of the organization that I was working at!

For instance, one of the deadly statements I have used before was “We’re short staffed today.” I used it when I was the only one doing both ticketing and guest relations. As I was occupied with a guest at the ticketing counter, I was not able to assist another guest at the turnstiles waiting for someone to assist her. When I was finally able to assist the guest waiting and when she questioned about why there was anyone to be at the turnstiles as well, I replied using the deadly statement.

Though at that moment I did not feel that she was unhappy, however, as I think back now, I feel that the guest may have a bad perception of the company and the service. I am very glad to be able to learn about the 7 deadly statements and I would definitely avoid them in the future when I am working!

Also, I am glad that Ms Mariah has been able to share her personal experiences. However, I think it would be even better if students are also able to exchange their working experiences as the exchange can allow the students that have not worked before to have a slight idea of the different kinds of guests that exist in the real world and those guests are people that they might serve in the future.

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