Bruce Was Driving to Work Yesterday When He Was Nearly

question 10

Multiple Choice

Bruce was driving to work yesterday when he was nearly run off the road by a speeding furniture delivery truck.On the back of the truck was a phone number to call if you believed the driver was not handling the truck safely.Rather than deciding to never buy furniture from this furniture company,Bruce called the company and complained about the truck driver.The person who took his call thanked Bruce for his concern,apologized for the driver and promised to reprimand him.Which service recovery strategy was the furniture store using?

• A) Make the service fail safe
• B) Learn from lost customers
• C) Use procedural fairness
• D) Encourage and track complaints
• E) Treat customers proactively

---

Definitions:

Small and Big Failures

Events or outcomes that do not meet established objectives, varying in scale from minor to major setbacks.

Poor Business Model

A framework for creating value that is flawed or ineffective, leading to business instability, financial loss, or failure.

Personal Savings

Funds that an individual has set aside for future use, not currently engaged in any investment or immediate consumption.

Learn from Failure

The process of gaining insight and growth from mistakes, rather than viewing them as purely negative experiences.