129k views
2 votes
Research clearly shows that the customer who experienced a _______ remains more loyal than the customer who has never experienced a problem.

A) Problematic installation.
B) Positive problem resolution.
C) Positive phone conversation.
D) Problem.

1 Answer

2 votes

Final answer:

A customer who experiences a positive problem resolution tends to be more loyal than one who hasn't had any issues; an example of this is how the lunch-hour manager at a fast food restaurant resolved confusion with floor markings, leading to increased efficiency and customer satisfaction.

Step-by-step explanation:

Research clearly shows that the customer who experienced a positive problem resolution remains more loyal than the customer who has never experienced a problem. This is because a well-handled resolution can significantly increase customer satisfaction and loyalty. In the given situation at Gavi's Fast Food Restaurant, the lunch-hour manager was faced with dissatisfied customers due to a confusing payment line system. As a result, the manager took decisive actions by acquiring floor markings to guide the customers to the appropriate line, which led to the elimination of line-up complaints, alleviating clerk stress, and increasing the efficiency of service during peak times.

User Koma
by
7.9k points

No related questions found

Welcome to QAmmunity.org, where you can ask questions and receive answers from other members of our community.