Which of the following statements would best increase customer satisfaction, after a service failure was experienced?
A)providing a refund
B)providing a store credit
C)offering either a refund, store credit, or gift certificate
D)none of these, as the firm is losing money

Question

Quizplus · Accepted Answer

Offering multiple options for compensation shows that the company understands the severity of the service failure and is willing to make it right. It also gives the customer the opportunity to choose what form of compensation they would prefer. Refunds and store credits are both common forms of compensation, but offering a gift certificate adds an extra touch of goodwill towards the customer.

Which of the Following Statements Would Best Increase Customer Satisfaction