Jack went to a bakery and ordered a dozen bagels for work. When he got to work, he discovered that the bagels were stale. The next morning he stopped by the bakery to complain. All of the following would be appropriate ways to deal with Jack's complaint except
A) giving him a coupon for free coffee.
B) giving him a $5.00 discount on his next purchase.
C) offering him a free replacement.
D) referring him to other employees at the bakery.
E) providing him with a coupon for a free breakfast.

Question

Quizplus · Accepted Answer

Customer satisfaction is affected by the time it takes to get an issue resolved. So, empowering the first contact employee to move quickly to solve a problem increases customer satisfaction. When customers get referred to several different employees, they waste a lot of time repeating their story. Also, the chance of conflicting responses by store employees increases.

Jack Went to a Bakery and Ordered a Dozen Bagels