Question: Form a group of three to five students in your class. Each student in each group should share with the group one example of poor customer service. Then the group will question that student concerning possible sources of the poor service experience. (Sources may range from lack of top management commitment to inadequate training of staff to inadequate staffing to failure to measure customer satisfaction to negative staff attitudes.) Each group should identify one or more managerial prescriptions for addressing each source. All groups should give a report to the class about

(1) any commonalities they find concerning the sources of poor customer service and

(2) their prescription for addressing these problems.