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 important,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 finding a fair solution and handling the situation well, Sam increased the chances of the customer making future purchases and spreading positive word of mouth about the store. This can lead to increased customer loyalty and revenue for the store.

Sam Was Called in to Meet with His Boss,Tricia