Moselle Was Upset as to the Service She Received When

question 18

Multiple Choice

Moselle was upset as to the service she received when she was trying to purchase a new handbag.First,the salesperson seemed preoccupied with a conversation with another associate and when she finally recognized Moselle,she was nowhere to be found when Moselle wanted to make a purchase.Moselle plans to make a formal complaint to management.What can a manager do to recover from this service failure?

• A)fire the sales associate to reduce service recovery damage
• B)encourage the customer to complain by listening without interruption
• C)make sure there are plenty of sales associates at all times
• D)give the handbag to Moselle for free to show commitment to high-quality customer service

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Definitions:

Emotion-focused Coping

A strategy for managing stress by addressing and controlling one’s emotional response to stressors rather than the stressors themselves.

Problem-focused Coping

A strategy aimed at addressing and managing the source of stress rather than merely alleviating its symptoms, often involving practical solutions.

Avoidance

A behavior or action taken to escape from or prevent an unpleasant situation or outcome.

Reappraisal

A cognitive process in which an individual changes their interpretation of a situation in order to alter its emotional impact.