客户服务文化构建.doc

Q1 Answer:(1)The mountain high hotel complex should take the flat structure.(2)The characteristics of the falt stucture are:A.the flat stucture Widen span of control and cut the middle-level managers,this is good for improving the communication among the complex.B.the flat stucture can empower the resources and power to the staff.c.the flat stucture may ues the modern internet communicaton.D.the flat stucture can help to Carrying out MBO.(3) The mountain high hotel complex should take the following methods to make the falt stucture:1.The manager should make managing by walk around.The top manager—Anlice Hendry should give the visit to the customers in time,to understand the demand of different customers,and then make changes according to the information from the demand of customers.For example,the Anlice Hendry can make a visit to the mature customer,and get to know the fitnesscentre could offer more sedate exercise programmes to this kind of customers.Then, the top managers listen to the frontline staff and accept employees’ suggestions. After all,the frontline staff work for customers directly,they usually know the basic demand of customers,and employees proformance influence the impress of customers. In the case, when Alice Hendry suggested the activities that make guided mountain tours with low-level valley walks for the less adventurous and the night club could easily be used for ballroom and line dancing for set up the market to attractive to the more mature customer.,Robert did not aggress with Alice Hendry.Alice Hendry are not arbitrary stop him,but decided to ask the staff to make some time to think about her proposals.At last, make the Internal customers survey is important to make flat structure,too.2.make the Self-managed work teams:first,the the team making the decision,then making the boundary is not clear through crossing training,and the manager is in charge of the total strategy and objectives.3. Q2(1)Top-Down: Because frontline staff face diff