Daveed was called in to meet with his boss, Paula. He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store. Instead, Paula explained that he had handled the situation well, listening to the customer and finding a fair solution. Paula told him that, even more important, working the way he did to correct the error could result in
A)a smaller empowerment gap.
B)positive word of mouth.
C)a full refund for the customer.
D)a larger service gap.
E)less instrumental support.

Question

Quizplus · Accepted Answer

Paula mentions that Daveed's handling of the situation could result in positive word of mouth. This indicates that Daveed's approach was effective in maintaining or improving the store's reputation and customer satisfaction, which is important for any business. The other options are either irrelevant or not related to the situation at hand.

Daveed Was Called in to Meet with His Boss, Paula