Bruce was driving to work yesterday when he was nearly run off the road by a speeding furniture delivery truck.On the back of the truck was a phone number to call if you believed the driver was not handling the truck safely.Rather than deciding to never buy furniture from this furniture company,Bruce called the company and complained about the truck driver.The person who took his call thanked Bruce for his concern,apologized for the driver and promised to reprimand him.Which service recovery strategy was the furniture store using?
A) Make the service fail safe
B) Learn from lost customers
C) Use procedural fairness
D) Encourage and track complaints
E) Treat customers proactively

Question

Quizplus · Accepted Answer

The furniture store is using the service recovery strategy of encouraging and tracking complaints by putting a phone number on the back of their delivery trucks and taking complaints seriously when customers call in.

Bruce Was Driving to Work Yesterday When He Was Nearly