The United Kingdom's Royal Mail (the equivalent of Canada Post)needed to transform the image its customers had of it. A key part of the transformation was to permanently pass decision-making authority and responsibility to its workforce and allow them to develop and implement their ideas on how to improve performance and service to customers. According to one manager,"We understand now that people who work here care as much as managers do about the business." Which of the following did the Royal Mail use to improve its image?

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The Royal Mail used service recovery to improve its image. Service recovery is the process of restoring a customer's satisfaction after a service failure. The Royal Mail empowered its workforce to make decisions and implement ideas to improve performance and service to customers. This allowed the Royal Mail to quickly and effectively address customer complaints and improve its overall image.

The United Kingdom's Royal Mail (The Equivalent of Canada Post)needed