What should marketers do to promote the consistency and reliability of their services most effectively?
A) Limit the number of employees in their organization
B) Train employees and develop standard procedures for dealing with customers
C) Encourage employees to be creative in solving customer issues and complaints
D) Perform as much of the service as possible before the customer arrives
E) Require employees to be shining, happy people all day long

Question

Quizplus · Accepted Answer

By training employees and developing standard procedures for dealing with customers, marketers can ensure that their services are consistently delivered with reliability. This will help in creating a positive reputation of the brand, which will, in turn, encourage more customers to use the service. Limiting the number of employees may not be practical, and encouraging creativity in problem-solving may lead to inconsistency in service delivery. Performing as much service as possible before the customer arrives may not always be feasible. Requiring employees to be happy and shining all day long is not a practical solution either.

What Should Marketers Do to Promote the Consistency and Reliability