Is to a listen to the customer b contact a supervisor

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is to: A. listen to the customer. B. contact a supervisor. C. estimate the damage. D. provide a fair solution. E. resolve the problem quickly. The best first step with an angry customer is to listen carefully and give the customer a chance to be heard. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-05 Identify three service recovery strategies. Topic: Service Recovery 108. (p. 263) When travelers are bumped from overbooked flights, they are frequently offered vouchers good for future travel. The dollar value of the voucher is the airline's estimate of: A. perishabl e value. B. distributive fairness. C. empowerment. D. procedural justice. E. the size of the knowledge gap.
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Distributive fairness is the evaluation of fairness of the outcome--i.e., a fair compensation for whatever loss or inconvenience occurred as a result of the service problem. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-05 Identify three service recovery strategies. Topic: Service Recovery 109. (p. 263) Because customers have different needs and expectations, the key to distributive fairness in service recovery is to: Distributive fairness is the evaluation of fairness of the outcome--i.e., a fair compensation for whatever loss or inconvenience occurred as a result of the service problem. Only by listening to the customer can the service provider understand what the customer will consider a fair result. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-05 Identify three service recovery strategies. Topic: Service Recovery 110. (p. 263) Randall arrived at the hotel to find that, although he had a guaranteed reservation, the hotel had no rooms available. He became angry when the hotel made him a reservation at a more expensive hotel but refused to pay the difference in room rates. Randall was upset because, in his opinion, the hotel's solution did not incorporate:
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111. (p. 263-264) Most customers want to achieve a fair solution following a service failure. Which of the following is NOT a factor that affects a person's perceptions of
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