Lana bought a microwave oven from Empress Inc.When she reached home,she realized that there was a defect in the piece.Subsequently,she returned to the store and made a complaint to the sales manager.He noted the complaint and apologized for the inconvenience.He also assured her that he would replace her product at the earliest.Based on this evidence,it can be concluded that the sales manager possessed the service quality of _____.

Question

Quizplus · Accepted Answer

The sales manager's apology and assurance of replacement show that he was responsive to Lana's complaint. This indicates that he possessed the service quality of responsiveness, which is the willingness to help customers and provide prompt service to their needs. Empathy involves understanding customers' feelings and needs, tangibility involves the physical presence and appearance of service, and uniformity involves consistency in service quality across different locations or employees. While these qualities may also be important for good customer service, they are not demonstrated in this situation.

Lana Bought a Microwave Oven from Empress Inc