SERVICE ORIENTATION
His work starts at 8:00 a.m., and he usually goes through the drive through at exact- ly 7:30 a.m., knowing that his order usually takes no more than five minutes to pre- pare. Any delay could result in him being late to work. One day, Abdallah arrived at his usual time and placed his order. However, the restaurant employee, who appeared to have just started his shift and had an untidy uniform, took his time and required 15 minutes to prepare the order. As a result, Abdallah became upset, as he is always on time to work. • Do you think the restaurant employee’s behavior reflects reliability? Why? • What do you think Abdallah will do after this incident? • If you were the manager of the restaurant, how would you address this situation? • What would you do to improve the services provided to the customers?
Activity 2
In a group of four, participants conduct a research project that demonstrates the knowl- edge, skills and attitudes necessary for becoming competent service– oriented indi- viduals. Students are encouraged to conduct an individual and a group reflection on SWOT analysis regarding their service–oriented role.
Describe a time when you provided help to someone. How did they react? What would you do differently now?
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Building Competencies for Sustainable Learning | Chapter Seven
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