Which of the following actions is a way to reduce the delivery gap?
A) Reducing instrumental support
B) Empowering employees at the firm's lowest level
C) Assuming what the customer is about complain
D) Interrupting customers when they explain their problem
E) Adopting an antagonistic approach toward customers

Question

Quizplus · Accepted Answer

To reduce the delivery gap and provide service that exceeds standards, retailers must give service providers the necessary information and training, empower employees to act in the customers' and firm's best interests, provide instrumental and emotional support, provide appropriate incentives, improve internal communications, and use technology.

Which of the Following Actions Is a Way to Reduce