Final answer:
It is false to say that service providers should react to a customer with a decisive style in a retaliatory manner. They should instead use metacognition to understand and cater to the customer's needs, responding professionally to solve issues.
Step-by-step explanation:
False. When serving a customer who prefers a decisive style, it's important not to react to the customer's forceful tone in a retaliatory manner. Rather, service providers should employ metacognition to reflect on why the customer might feel the need to be decisive and respond in a way that is direct yet respectful and professional.
For instance, if the service situation involves a defiant customer, as depicted in the example narrative, the service provider should maintain composure and seek to deescalate the situation.
In a case where a complaint arises, like the scenario described at Gavi's Fast Food Restaurant, the appropriate response is to listen intently to the customer, address the issue promptly, and find a solution that enhances their experience, as was done by the lunch-hour manager who improved the queue system.