Which of the Following Is NOT One of Nine Guidelines

question 25

Multiple Choice

Which of the following is NOT one of nine guidelines for service recovery tactics?

• A)Act fast
• B)Show you understand the organisation's point of view
• C)Apologise but don't be defensive
• D)Acknowledge the customer's feelings
• E)Consider compensation

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Definitions:

Profitability

A measure of how efficient a company is at generating profits from its resources, often expressed in terms of margins or ratios.

EBIT

A financial metric called EBIT that calculates a company's profits prior to the deduction of interest and income tax costs, encompassing all other expenses.

Operating Leverage

A financial metric that measures the proportion of fixed costs in a company's cost structure, indicating how a change in sales volume will affect operating income.

Variable Cost

Costs that vary directly with levels of production or sales volume, such as materials and labor.