There Are Three Steps Service Firms Can Take to Increase

question 18

Multiple Choice

There are three steps service firms can take to increase quality control.Which of the following is NOT one of these steps

• A) Reduce customer contact points
• B) Monitor customer satisfaction
• C) Standardize the service-performance process
• D) Invest in good training procedures
• E) Invest in good hiring procedures

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Definitions:

Resilient

The ability of an individual to quickly recover from difficulties or adapt to significant stress and adversity.

Posttraumatic Stress Disorder

A psychiatric disorder that can occur in people who have experienced or witnessed a traumatic event.

Car Crash

A sudden, violent collision involving one or more automobiles, often resulting in injury, fatality, and property damage.

Shot

A colloquial term for an injection, often referring to the administration of medication or vaccines via a needle.