Final answer:
The claim that verbal finger-pointing enhances customer service is false. Effective customer service involves responsibility, proactive resolution, and friendly interactions as shown in the Gavi's Fast Food Restaurant example. Clear and concise communication in an active voice is also essential.
Step-by-step explanation:
The statement that "verbal finger-pointing" is an effective method that can be used to improve positive customer service is false. Verbal finger-pointing often involves blaming others and can create a negative atmosphere which is counterproductive to good customer service. Instead, positive customer service is characterized by actions such as listening to complaints, being proactive in solving issues, and ensuring a friendly service experience, as demonstrated in the example of improving the queuing system at Gavi's Fast Food Restaurant.
In the given example, the lunch-hour manager took responsibility for resolving customer complaints and enhancing service by listening to feedback and implementing a practical solution with floor markings. This action led to a reduction in customer complaints and a more efficient service, which clearly shows the importance of positive, active steps rather than verbal finger-pointing in customer service scenarios.
It's important to communicate in an active voice and with conciseness to ensure clarity and effectiveness in customer