By noting that a number of customers had complained about late bus arrivals at one particular stop,the bus line rerouted the bus away from a heavy traffic area.By increasing its miles traveled slightly,the bus was able to improve its arrival time substantially at the stop where it had formerly been perpetually late.Which service recovery strategy did the bus line use?
A) Make the service fail safe
B) Learn from recovery experiences
C) Treat customers fairly
D) Encourage and track complaints
E) Respond quickly

Question

Quizplus · Accepted Answer

The bus line used the service recovery strategy of learning from recovery experiences. By analyzing customer complaints and identifying the specific cause of late arrivals at one particular stop, the bus line was able to reroute the bus and improve its arrival time. This demonstrates a willingness to learn from past mistakes and take action to improve service for customers.

By Noting That a Number of Customers Had Complained About