Which of the Following Is Not a Recommended Strategy for Service

question 97

Multiple Choice

Which of the following is not a recommended strategy for service recovery?

• A) Listening to the customer.
• B) Finding a fair solution.
• C) Resolving problems quickly.
• D) Silencing an irate customer before the individual makes any angry outbursts.
• E) Following procedural fairness when solving problems.

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Definitions:

Canadian Human Rights Act

A statute in Canada that prohibits discrimination on the grounds of race, national or ethnic origin, color, religion, age, sex, sexual orientation, marital status, family status, disability, or a conviction for which a pardon has been granted.

Equality Before the Law

A principle under which all people are subject to the same laws of justice and are entitled to equal protection and benefit of the laws.

Bona Fide Occupational Requirement

A justified business necessity that allows discrimination in hiring if certain attributes are essential for performing a job.

Legal Direct Discrimination

Practices that explicitly treat an individual or group unfavorably because of protected characteristics such as race, gender, age, or disability.