Often, a service problem arises from a customer's lack of understanding or ineptitude. Which of the following can help to minimize customer failures?
A) giving customers exclusive primary service packages
B) redesigning processes to simplify service encounters
C) using differential pricing and shared services
D) minimizing service intangibility
E) working with more customers at the same time

Question

Quizplus · Accepted Answer

Redesigning processes to simplify service encounters can help minimize customer failures by making the service easier to understand and use. Giving customers exclusive primary service packages (A) may not address the root cause of their lack of understanding. Differential pricing and shared services (C) may not be relevant to the service problem. Minimizing service intangibility (D) may not be possible or practical for all services. Working with more customers at the same time (E) may not address the specific issue of customer understanding or ineptitude.

Often, a Service Problem Arises from a Customer's Lack of Understanding