Accept And Facilitate Interpersonal Communications (Assignment 3a)

Assignment 3a
Problems 3-8 on page 161

#3
A Teller would accept and process a customers’ savings deposit slip in the service blueprint below:

3a
Customer Action
Walk up to Teller window Provide Teller with Savings Deposit slip Communicate the request needed Receive receipt for transaction Walk away with a completed transaction

Teller
Greet Customer and assess customer request Take customers’ Savings Deposit slip and review Key transaction for the customer Communicate what the transaction comprised of and provide receipt Thank the customer for coming

3b
Customer Action
Communicate request to Bank Officer Communicate Home Loan questions and receive answers Receive Home Loan application Fill out Home Loan application Request
Self Service Steps
- Identify from the Gas Station sign the price of each gas type
- Identify how much I want to spend since I am paying with cash
- Pull up to gas pump and identify the gas pump # and the amount I want to spend o Trouble Points:
 Gas Pumps may not be available
 I could have pulled to the wrong side of the gas pump

- Walk to the Gas Attendant and provide the gas pump # and the amount of money I want to spend o Trouble Points:
 May need exact change for gas
 Gas may be out
 Attendant may not be open for business

- Walk back to the gas pump and pop open the gas lid, select the grade of gas, and pump gas into my