When building quality into services, managers should:
A) Not worry about training because people will learn by experience.
B) Spend all of their time watching employees to make sure that they do things right every time.
C) Require employees to check with managers before attempting to correct any problem.
D) Empower employees by giving them the authority to satisfy customers' needs without always checking with a supervisor.
E) None of these alternatives is correct.

Question

Quizplus · Accepted Answer

The best choice is to empower employees by giving them the authority to satisfy customers' needs without always checking with a supervisor. This approach encourages employees to take ownership of their work and take responsibility for delivering high-quality services. It also allows for more flexibility and speed in addressing customer needs, ultimately leading to greater customer satisfaction. The other choices are not effective approaches for building quality into services.

When Building Quality into Services, Managers Should