Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers, by
A) empowering consumers.
B) providing support and incentives for their employees.
C) directing zone of tolerance limits for employees.
D) effective customer screening.
E) forcing rude customers to use technology.

Question

Quizplus · Accepted Answer

Providing support and incentives for employees can help service providers better manage rude and unreasonable customers. By offering training and support, as well as incentives for excellent customer service, employees are better equipped to handle difficult situations with grace and efficiency. This can help reduce the delivery gap, even with challenging customers. Empowering consumers, directing zone of tolerance limits, and effective customer screening may not be as effective in managing difficult customers. Forcing rude customers to use technology may actually exacerbate the situation and create further customer dissatisfaction.

Service Providers Often Encounter Rude and Unreasonable Consumers