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Happy Birthday!
內容大綱
The owner and manager of the Texas Longhorn Cafe of Mississauga, Ontario, was trying to decide how to deal with an irate customer. Earlier that day she had made an elaborate birthday cake and delivered it to the restaurant in preparation for the party to celebrate her husband's 40th birthday. Inadvertently, the restaurant staff had already served it to another group. Now the customer was loudly berating the restaurant. The case is intended for a relatively short discussion concerning recovery from service failures.