Roger Pack is a breeder of Pomeranian dogs.He has used the same grooming salon for his dogs for the last 10 years.When a new groomer accidentally trimmed too much off of one of his show dog's hind quarters,he was upset.He decided not to make a big deal of the event because of his long-term dealings with the salon owner.Which service recovery strategy is being used in this example?
A) Make the service fail safe
B) Cultivate relationships with customers
C) Treat customers proactively
D) Use procedural fairness
E) Learn from lost customers

Question

Quizplus · Accepted Answer

The service recovery strategy being used in this example is cultivating relationships with customers. Roger Pack chose not to make a big deal of the event because of his long-term dealings with the salon owner, indicating that he values the relationship he has with the salon.

Roger Pack Is a Breeder of Pomeranian Dogs