Q April 16, 2019 After watching the video, answer the three critical thinking questions listed below. Since this is an individual assignment and is not to be shared with your classmates, send your responses via this drop box and do not post your answers on the course discussion forum. Use the customer service techniques from the textbook to support your responses. Do NOT include the question in your completed case assignment. Each critical thinking question response should be a minimum of 5 sentences in length. Responses to critical thinking questions that are less than 5 sentences will be considered insufficient and will be penalized. Your work will be checked for plagiarism through Safe Assign. Students need to upload their completed case assignments BEFORE the due date, so that they can see the similarity report. Any student work with a similarity report greater than 25% will receive a grade of zero on this assignment for plagiarism and the student will not have the opportunity to re-submit the assignment. Before the due date, students may upload their completed assignment an unlimited number of times. Click this video link if you can't see the video above. Critical Thinking Questions: 1. What steps (not seen in the video) could the waitress have taken to reduce the probability of service breakdown? 2. Which behavioral style (see textbook page 237) do you think the customer exhibited? Explain and support your response. 3. Did the waitress and Brian, the supervisor, handle this difficult customer situation well? Yes or no, why or why not? Provide specific examples from the video to support your response. Please view how your video case assignment will be graded using the rubric. Important Hint If you plan to type your answer directly into the text box, we highly recommend you use a word processing program. (PC users: You may use WordPad or NotePad. Mac users: You may use TextEdit.) Please make sure you save your work as you go along. When you are done, CUT and PASTE your answer into the empty box. That way, if for any reason you lose your internet connection in the middle of typing your answer, you won't lose all the work you have done up to that point. Only use the Comments area for comments to your instructor, not for submitting your assignments.