The manager of a bank branch contacted complaining customers to explain how their voices resulted in bank policy changes.This is an example of which service recovery basic rule of thumb?
A)Actively encourage complaints.
B)Train employees.
C)Empower the front line.
D)Respond quickly.
E)Close the loop.

Question

Quizplus · Accepted Answer

This is an example of closing the loop, which involves following up with customers after a complaint to let them know how their feedback was used to make changes or improvements in the company.

The Manager of a Bank Branch Contacted Complaining Customers to Explain