It is often easy to spot exceptional or substandard service, but we sometimes overlook solid, positive service delivery. To raise your awareness of what positive service consists of and how it is delivered, take a day during a weekend or holiday and go on a service "scavenger hunt." First review the techniques covered in the section "Communicating Positively." Visit as many stores or businesses as possible in your area (maybe a local mall). Search for instances in which service providers used these or other techniques to deliver quality service. Please identify the name of the service Organization with accompanying vision and mission statement. Afterward, answer the following questions.
1. What types of positive communication did you find? (Give examples of frontline responses/support for customer product/services inquiries, expectations and needs.)
2. How did you (or whoever you witnessed) react to the techniques experienced? (Be specific.)
3. What techniques regarding customer-centric service delivery (other than the ones from the text) did you witness or experience?