When an angry customer called Little Italy Restaurante in Anchorage, Alaska, to complain about a delivery driver, the owner chose a response strategy of "advocacy." What action best supports this response strategy?
A) Firing the employee
B) Punishing the employee
C) Firing the customer
D) Offering the customer a discount

Question

Quizplus · Accepted Answer

Advocacy involves standing up for one's employees and showing them support, especially in situations where the customer may not always be right. By "firing the customer," the owner is demonstrating loyalty and support for the employee, assuming the complaint was unjustified or the employee's actions were in line with company policy.

When an Angry Customer Called Little Italy Restaurante in Anchorage