Kelso Massage Therapy promises its clients that there wait for a massage will be less than fifteen minutes or the massage is free.What type of service recovery tool is Kelso Massage Therapy using?
A) Offer a guarantee
B) Respond quickly
C) Do it right the first time
D) Implement the service paradox
E) Act proactively instead of reactively

Question

Quizplus · Accepted Answer

Kelso Massage Therapy is using an offer of a guarantee as a service recovery tool. By promising a wait time of less than fifteen minutes or the massage is free, they are acknowledging and addressing the potential issue of long wait times, and providing a solution to ensure customer satisfaction.

Kelso Massage Therapy Promises Its Clients That There Wait for a Massage