Four Seasons is known for 'knowing all about the customer and their preferences' before they walk into the door. After a busy day at a tradeshow all day, Janine walks into the lobby and is greeted by name by a staff member who informs Janine that she booked her a foot massage for later in the evening. This is a great example of:
A)responsiveness
B)sympathy
C)assurance
D)empathy

Question

Quizplus · Accepted Answer

This scenario exemplifies empathy, as the staff member anticipates Janine's needs (likely tired from the tradeshow) and acts proactively to arrange a comforting service, showing understanding and care for her experience.

Four Seasons Is Known for 'Knowing All About the Customer