Hotel Manager Pearl Wants Her Staff to Improve Their Customer

Multiple Choice

Hotel manager Pearl wants her staff to improve their customer service. Which one of the following approaches is the most likely to lead to improvements?

A) Conducting small discussion groups about the importance of good customer service
B) Requiring that the staff access the same app about good customer service
C) Requiring that the staff all read the same article about good customer service
D) Suggesting that the staff access the same YouTube video about terrible customer service