Which of the following statements about the benefits of service guarantees is true?
A) To be valid,service guarantees must be in writing
B) A good guarantee forces the company to focus on its customers
C) Employee morale can be adversely affected by service guarantees
D) The guarantee negates the service recovery strategy of act quickly
E) A good guarantee will generate a lot of feedback-most,if not all of it,useless

Question

Quizplus · Accepted Answer

A good guarantee forces the company to focus on its customers by setting clear expectations and incentivizing employees to provide excellent service. While service guarantees may need to be in writing to be legally binding, it is not necessary for their validity. Employee morale may be positively affected by service guarantees, as it gives them clear guidelines to follow and encourages them to take ownership of the customer experience. A guarantee does not negate the service recovery strategy of acting quickly, as a good guarantee should include rapid service recovery options. While a good guarantee may generate feedback, it should be designed to gather useful feedback that can be used to improve the customer experience.

Which of the Following Statements About the Benefits of Service