When Customers Complained Employees at Safeway Stores Were Unfriendly, Safeway

Multiple Choice

When customers complained employees at Safeway Stores were unfriendly, Safeway instituted its Superior Service program, which required all employees to greet and make eye contact with every customer, always smile and offer help whenever the customer appeared to need any. Employees were counseled, sent to training courses and terminated if they failed to follow these instructions. What mistake did Safeway make when it instituted this program?

A) It did not want to use audits or operating data to see how well the new program was being implemented
B) It chose a hard standard without seeing if a soft standard would be more appropriate
C) It selected behavior/actions for service standards instead of attributes
D) It did not establish a means of measuring performance against standards
E) It chose a soft standard without seeing if a hard standard was more appropriate