Robert W. Lucas,
Webster University, Orlando, Florida
ISBN: 0073545449 Copyright year: 2009
Sample Video
Take a look at a sample video which will be a integral part of your course.
Video Notes are availble for every chapter's video.
Here is a sample of the notes for this video.
This scenario takes place in a restaurant; the focus of the video script is to deal with an unhappy customer who does not like her Reuben sandwich, but ate most of it before she started complaining to the waitress.
Jane (the waitress/server) did everything she could think of to get Darla Marks to let her bring another sandwich. She refused and kept complaining about it. Finally, the manager comes over and talks with Darla on a friendly basis. Obviously, they know each other. He offers to pay for her sandwich after he hears the complaints. So Darla leaves and Brian tells the waitress that sometimes you have to do that to keep a good regular customer.
Have the students view the video, taking notes. Suggest they look and listen at the efforts being taken by the server/waitress and by the customer being served. Should the waitress have done anything else to help the customer? Maybe she should have checked with Darla earlier to see if she was happy with the sandwich. Have the students create a scene similar and role play another solution.
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2009 McGraw-Hill Higher Education