Sam was called in to meet with his boss, Tricia. He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store. Instead, Tricia explained that he had handled the situation well, listening to the customer and finding a fair solution. Tricia commented, "Even more importantly, working the way you did to correct the error could result in __________."
A) a smaller empowerment gap
B) increased customer purchases and positive word of mouth
C) a full refund for the customer
D) a larger service gap
E) less instrumental support

Question

Quizplus · Accepted Answer

By working to correct the mistake and finding a fair solution, Sam has increased the likelihood of positive word of mouth about the store, which in turn could lead to increased customer purchases.

Sam Was Called in to Meet with His Boss, Tricia