Exam 17: Customer Service

Marcel works in the linen department of a large department store. When a customer arrives to collect a tablecloth that she had specially ordered, she is disappointed to know that the delivery of the ordered merchandise has been delayed. Marcel is able to use empowerment to bridge the ________ by offering to deliver the product to the customer's residence.

Jack went to a bakery and ordered a dozen bagels for work. When he got to work, he discovered that the bagels were stale. The next morning he stopped by the bakery to complain. All of the following would be appropriate ways to deal with Jack's complaint except

Training employees to effectively deal with customers, providing better assistance to customers, and explaining the use of complex products to potential customers reduces the

Procedural fairness

________ means to provide customer service personnel and sales associates that really want to help customers and provide prompt service.