A nail salon is serious about pleasing its customers.Employees are trained to immediately and pleasantly respond to any customer complaints,and they are empowered to offer discounts and free add-ons to customers who believe they have received anything less than the best service.The nail salon focuses on ________.
A)differentiating its offer
B)good service recovery
C)internal marketing
D)image marketing
E)productivity

Question

Quizplus · Accepted Answer

The nail salon's emphasis on immediately addressing customer complaints and offering discounts/free add-ons is an example of good service recovery. This means that the business is serious about retaining satisfied customers, even in the face of mistakes or issues.

A Nail Salon Is Serious About Pleasing Its Customers