+1(978)310-4246 credencewriters@gmail.com
  

Instructions

:

Your journal will be a compilation of your thoughts and experiences from each course module. You will record what you learned in the module, your feelings on the class to that point, the module topics, and any other pertinent information you wish to include. You will use your journal throughout the term and, more importantly, at the end of the term to help gain a better understanding of key concepts and important theories in customer experience management.

Journals entries are worth 20 points and are expected to be well planned and logical with a minimum of 500 words.

Writing Guidelines:

You MUST use paragraphs

Use headers for each of the questions below

Single space

500 word minimum

An appropriate journal will include:

What stood out as most important to you in the module?

What specifically did you learn from it?

How does this module build on modules 1 & 2?

How will you use this in the future?

Module 3: Technology, Culture, and Disabilities Overview
• TOPIC 1: SERVING CUSTOMERS WITH DISABILITIES
• TOPIC 2: GLOBAL SERVICE – CULTURES AND THE EXPERIENCES
• TOPIC 3: TECHNOLOGY TRENDS AND CUSTOMER SERVICE
TOPIC 1: SERVING CUSTOMERS WITH DISABILITIES
• When you think of a customer with a disability, what comes to mind first?
• What kind of disability did you think of?
_______________
• Population Surveys that include the
Standard Disability Questions.
• The ____________ of questions
used in the __________________
(____) and other major surveys to
gauge disability is the data standard
for survey questions on disability.
• This set of ________________
represents a ____________, and
the questions and answer
categories ____________________.
• __________ questions on disability
may be added to any survey as long
as these ______ questions are
included.
Reference: Centers for Disease Control and Prevention (CDC)
HHS data collection standards, 2010 Affordable Care Act, Section 4302
______ with ______
______ of ______, ______
• On July 26, 1990, then-President George H.W. Bush signed
into ______________________________, which prohibits
____________ against people with disabilities in
___________________, _____________________,
__________________, ______________________,
______________________________.
• The ________ also requires covered ____________ to
provide ________________________ to employees with
disabilities and imposes ____________ requirements on
____________________.
Customer Service with
Disabilities: ______________
• There must be a ramp entrance to the building.
• The door must be wide enough to enter with a person on the door
or an automatic opening available.
• The path to the front desk must be easily accessible.
• The front desk needs to have a lower section so the gentleman can
communicate with the employee.
• The path to and from the elevator needs to be easily accessible.
• The door to the room must be wide enough.
• The room must be navigable.
• The shower, toilet, and sink in the bathroom must be navigable
with safety bars for assistance.
_______
• Provides a list of disabilities
to consider from the
_______________________.
• Both
_____________________ are
considered.
• Our job is to make customers
____________and be able to
accommodate their _____.
In-Class Activity:
What Would You Do?
• Each group watches a video of a
customer with a disability or
challenges in the different
hospitality industries and discusses
how best to deal with it as a service
provider.
• Then, we’ll see how other
customers will react, compare and
evaluate your response as a service
provider.
In-Class Activity A:
Customer with Disabilities at
Restaurant – Group 1
•
•
•
FACT: Americans with _______________
(42 U.S.C. § 12101) is a ___________
that ___________________________
based on ________.
You are a server/ service provider.
What Would You Do?
ü What do you think is the most
important service element in such
a situation?
ü What does the customer need?
ü What do you think needs to be in
the employee handbook, training
manual, or employee policies?
ü What might be helpful to have in
place to ensure we’re delivering
inclusive service?
ü Any additional ideas/thoughts
from you?
Discuss your case with your peers and
prepare thorough answers.
What?? Company policy??
911 ??
à Bye Bye Now
In-Class Activity A:
Veteran at Restaurant
– Group 2
•
•
•
You are a server/ service provider.
What Would You Do?
ü What do you think is the most important
service element in such a situation?
ü What does the customer need?
ü What do you think needs to be in the
employee handbook, training manual, or
employee policies?
ü What might be helpful to have in place
to ensure we’re delivering inclusive
service?
ü Any additional ideas/thoughts from
you?
Discuss your case with your peers and
prepare thorough answers.
• FACT: Over 400,00 Veterans suffer traumatic brain injuries.
• _______ Symptoms
o Memory Loss
o Sensitivity to light & sound
o Physical instability
o Anxiety
o Depression
In-Class Activity A:
Illiterate Customer –
Group 3
•
•
•
You are a server/ service provider.
What Would You Do?
ü What do you think is the most important
service element in such a situation?
ü What does the customer need?
ü What do you think needs to be in the
employee handbook, training manual, or
employee policies?
ü What might be helpful to have in place
to ensure we’re delivering inclusive
service?
ü Any additional ideas/thoughts from
you?
Discuss your case with your peers and
prepare thorough answers.
• FACT: Approximately 32 million adults in the
United States ________, according to the U.S.
Department of Education and the National
Institute of Literacy. The Organization for
Economic Cooperation and Development found
that 50 percent of U.S. adults can’t read a book
written at an eighth-grade level.
In-Class Activity A:
Customer with Service Dog
– Group 4
•
•
•
You are a server/ service provider.
What Would You Do?
ü What do you think is the most important
service element in such a situation?
ü What does the customer need?
ü What do you think needs to be in the
employee handbook, training manual, or
employee policies?
ü What might be helpful to have in place
to ensure we’re delivering inclusive
service?
ü Any additional ideas/thoughts from
you?
Discuss your case with your peers and
prepare thorough answers.
FACT: Under the federal law ADA (Americans Disability
Act) both state and local governments, businesses and
non-profit organizations that serve the public must
allow service dogs and service animals and their
handlers full access to their premises where the
general public is allowed to go.
In-Class Activity A:
Down Syndrome Customer –
Group 5
•
•
•
You are a server/ service provider.
What Would You Do?
ü What do you think is the most important
service element in such a situation?
ü What does the customer need?
ü What do you think needs to be in the
employee handbook, training manual, or
employee policies?
ü What might be helpful to have in place
to ensure we’re delivering inclusive
service?
ü Any additional ideas/thoughts from
you?
Discuss your case with your peers and
prepare thorough answers.
• FACT: Down syndrome continues to be the
most common chromosomal disorder. Each
year, about 6,000 babies are born with Down
syndrome, which is about 1 in every 700
babies born.
What
would
people
do?
• We can infer what customers want/
would do from the service provider’s
point of view by looking at people’s
(customers’) reactions.
• Moreover, let’s think about what we
can do as human beings before
service providers, and let these
activities educate us and practice
translating this into genuine service
delivery.
In-Class Activity A: Customer
with Disabilities at Restaurant –
What Would People Do?
We could observe the two different
aspects.
• A: Lecture To Rude Waiter And Get
Angry for a guest with a disability.
• B: A little cynical, but an objective
reaction.
In-Class Activity
A: Veteran at
Restaurant
• Let’s see what other
people (customers)
would do.
• Lots of people (customers) feel sympathathy in the situation.
• People get mad when the server is being rude or is not helpful to customers with disabilities.
• It is easy to see cases where there are family members with disabilities around us.
In-Class Activity A: Illiterate Customer
Kindness
In-Class Activity A:
Customer with
Service Dog
Service animals are:
• Dogs
• Any breed and any size of dog
• Trained to perform a task directly
related to a person’s disability
Service animals are not:
• Required to be certified or go through
a professional training program
• Required to wear a vest or other ID
that indicates they’re a service dog
• Emotional support or comfort dogs,
because providing emotional support
or comfort is not a task related to a
person’s disability
• The ADA explains what businesses and state/local governments
must do to make sure that they do not discriminate against a
member of the public with a disability who uses a service animal.
• Generally, businesses and non-profits that are open to the public as
well as state/local governments must allow service animals to go
most places where the public can go. This is true even if they have
a “no pets” policy.
• Asking if a Dog is a Service Animal
• If you are working at a business or state/local
government facility and it is unclear to you
whether someone’s dog is a service dog, you
may ask for certain information using two
questions.
• You may ask:
• Is the dog a service animal required because
of a disability?
• What work or task has the dog been trained
to perform?
• You are not allowed to:
• Request any documentation that the dog is
registered, licensed, or certified as a service
animal
• Require that the dog demonstrate its task, or
inquire about the nature of the person’s
disability
• Because service animals are not required to
wear vests, a dog that is wearing a vest is not
necessarily a service animal. The dog still needs
to be trained to perform a task for a person with
a disability to be a service animal.
Other opinions
NOTE
– People with down syndrome
can read and write.
– An increasing number of adults
with Down Syndrome are living
independently with limited
assistance.
– Words can hurt: The National
Down Syndrome Society
advised that we use this
rhetoric to remind people of its
harmful impact; it is “Mentally
Challenged.”
Other organizations are using
cognitive disability, intellectual
disability, or developmental
disability instead of disability.
(Global Down Syndrome
Foundation and Brown
University)
Module 3
TOPIC 3: TECHNOLOGY TRENDS AND CUSTOMER SERVICE
Technologies in hospitality
• __________
• __________
• __________
• __________ Learning
• __________ Learning
• __________
• __________ __________ __________
____
(______________)
• A network of digital devices and
machines ____________________
for enhanced guest experience and
optimized expenses.
• It encompasses any device
____________________ to control a
process, __________, or
____________ with another device.
Applications of IoT
____
(________________)
• This is a wide-ranging branch of computer science concerned
with building smart machines capable of _________________
that typically ______________________________.
• ____________________
•
•
•
•
•
•
•
•
Room Occupancy and Rate Optimization
Room Booking and staff interaction
Updates and maintaenance
Management
Informing competitive intelligence
In-person customer service
Chabots and messaging
Data analysis
_________
• A ____________, this is
the field of computer
science and engineering
concerned with creating
devices that can ____ and
___________________.
• When is the most useful?
• COVID-19
• Cleaning (like iRobot)
• And so on
__________
__________
• It is an application of
_________________(___)
that provides systems the
ability to
___________________and
_______ from _______
without _______ _______
_______.
• This focuses on the
development of computer
programs that can _______
_______ and _______
_______ _______ _______.
•
•
•
Recommendation
Price Forecasting
Travel Assistants
•
•
•
Management
Customer support
Personalization
_______
_______
• A ________________ is an
_________________ that
understands natural
language voice commands
and ______________ for the
user.
• Save time
• Timely response to
review
• Improve online content
__________
• A ______________ that uses ____ to
understand what a ___________ and _______
them to their ______________ with as
_______ work as possible.
• E.g. Glowing: https://glowing.io/
______________
______________
______________
• A ______________ used
for _______ that learns
the customer’s _______
and ______________
_______.
In-Class Activity: Technology in hospitality
• Self-service, AI, and IoT…
There are numerous technologies implemented in the hospitality
industry. It is easy to see examples of hospitality companies using
the latest technology.
Find and present examples of the use of the three technologies
above in your hotel.
• Find more than 3 technologies in the hospitality industry.
• What are the benefits of the technology you found customers can
expect?
• What benefits could service providers expect from the technology
you found?

Purchase answer to see full
attachment

  
error: Content is protected !!