When building quality into services, managers should:
A) Not worry about training because people will learn by experience.
B) Spend all of their time watching employees to make sure that they do things right every time.
C) Require employees to check with managers before attempting to correct any problem.
D) Empower employees by giving them the authority to satisfy customers' needs without always checking with a supervisor.
E) None of the above.

Question

Quizplus · Accepted Answer

Empowering employees by giving them the authority to satisfy customers' needs without always checking with a supervisor is the best choice. This not only increases employee autonomy but also ensures that customers' needs are addressed quickly, leading to higher customer satisfaction. Training and monitoring are also important, but empowering employees is the key factor in building quality into services.

When Building Quality into Services, Managers Should