Ritz Carlton employees take initiative to spend up to $2,000 on recovery efforts.This is an example of which service recovery basic rule of thumb?
A)Measure the costs.
B)Actively encourage complaints.
C)Train employees
D)Empower the front line.
E)Respond quickly.

Question

Quizplus · Accepted Answer

Empowering the front line is the basic rule of thumb demonstrated in this scenario. Ritz Carlton employees are given the authority to spend up to $2,000 on recovery efforts, showing that they have been empowered to take actions that can help regain the trust and loyalty of dissatisfied customers.

Ritz Carlton Employees Take Initiative to Spend Up to $2,000