Part of Lesson Plan: Meeting and Exceeding Customer Needs
Activity Overview / Details
On a white board, create three columns. Title one, "Fast Food Restaurant" Title the second column, "Hotel" Title the Second Column, "DisneyLand".
Define "Expectations" for students. (For E.L. Students, be sure to write the definition in a visible place. You might choose to have students taking notes while you are lecturing) An "expectation" is "the act of looking foward" to something.
As a class - generate a discussion regarding what their expectations are when they enter each of these three places. Write down appropriate responses underneath each column on the board.
Answers might include:
Fast Food: Cleanliness, quick food, friendly greeting, guest wearing a uniform, consistent food product
Hotel: Friendly hotel staff, cleanliness, comfortable surroundings, working bathroom, etc..
Disneyland: Friendly staff, entertainment, fun rides, working attractions, characters to meet and greet, etc...
When students have generated these lists, prompt them to share instances when their expectations were NOT met - listen to each other's experiences and stories.
Summarize this part of this lecture by stating, "Every guest has an EXPECTATION of basic concepts when they enter our food service establishment."
Check for Understanding for the vocabulary word, "Expectation"