By Noting That a Number of Customers Had Complained About

question 66

Multiple Choice

By noting that a number of customers had complained about late bus arrivals at one particular stop,the bus line rerouted the bus away from a heavy traffic area.By increasing its miles traveled slightly,the bus was able to improve its arrival time substantially at the stop where it had formerly been perpetually late.Which service recovery strategy did the bus line use?

• A) Make the service fail safe
• B) Learn from recovery experiences
• C) Treat customers fairly
• D) Encourage and track complaints
• E) Respond quickly

---

Definitions:

Stranger Anxiety

The fear of strangers that infants commonly display, beginning by about 8 months of age.

Nursing Mother

A woman who is breastfeeding her infant, providing nutrition and antibodies through her milk.

Fetal Alcohol Syndrome

A condition in a child that results from alcohol exposure during the mother's pregnancy, causing growth problems, facial abnormalities, and cognitive deficits.

Cognitive Abnormalities

Irregularities in processing information that can include difficulties in learning, memory, perception, and problem-solving.