Author: Anonymous

Which of the customer satisfaction survey approaches would ask the following question? Were you highly satisfied, satisfied, neutral, dissatisfied, or highly dissatisfied with your service?

Jesse was expecting a luxurious experience at the White House Hotel, but instead he had many issues during his stay. This is an example of ___________________________.

A patient isn’t happy with the nurse, that drew her blood and complains to the doctor, “that nurse doesn’t know how to draw blood and bruised my arm”    This is an example of a _____________________ complaint. 

Buy one, get one sale is an example of which of the 5 communication tools? 

Employees should never be allowed to break the rules to fix a service failure. 

Leslie brings her son to Chuck E. Cheese, after playing for a few minutes, the power to half of the games goes out. Leslie complains that her son is unable to play with some of his favorite games, because of the outage. Chuck E. Cheese offers Leslie store credit to come back another day with her son. Which recovery strategy did Chuck E. Cheese implement? 

Dana is unhappy with her second floor room at the Holiday Inn, but that is all they have available for a regular room. The Holiday Inn offers Dana a free upgrade to a suite. What type of recovery strategy did the Holiday Inn implement? 

If you want your customers to perceive that you are a successful and an expert in your field what type of physical evidence should you use?  

TV commercials are an example of which of the 5 communication tools? 

Match the 3 components of the SOR model to its appropriate example.