Question

David runs a bed and breakfast in the outskirts of a big city. His employees are allowed to spend up to $200 to resolve any customer complaints, with no questions asked. This is an example of:

a. service guarantee.
b. assurance.
c. flexibility.
d. empowerment

Answer 1

The policy at David's bed and breakfast that permits employees to spend up to $200 to resolve customer complaints is an example of empowerment, which serves as an implicit service guarantee.

Step-by-step explanation:

David's practice at his bed and breakfast, where employees are allowed to spend up to $200 to resolve any customer complaints with no questions asked, is an example of empowerment. This strategy of giving employees the authority to quickly resolve issues demonstrates a strong commitment to customer satisfaction and service quality. It allows employees the flexibility to make decisions on the spot to ensure the customer leaves happy, aligning with an unstated service guarantee.