You are an employee in accessories of a department store.A customer complains about your lack of silk scarves after she saw an advertisement in the newspaper.You are unable to provide a tangible restitution as you are not management.Knowing the concept of procedural fairness,what else could you do to satisfy your customer?
A)offer a rain check
B)provide free gift wrap
C)take their name and number and call them when the next shipment arrives
D)call other stores to see if it is in stock and direct the customer to the other store
E)make a note to the manager in front of the customer about the lack of merchandise

Question

Quizplus · Accepted Answer

This is an example of procedural fairness which is the perceived fairness of the process used to resolve complaints.Customers feel they have dealt with fairly when store employees collect information about the situation and the customer feels they had some influence over the possible outcome.

You Are an Employee in Accessories of a Department Store