Question

Only 3 days after the attacks of 9-11, Northwestern Mutual began providing death benefits to surviving families of the first responders who were killed in the line of duty, although official death certificates had not yet been issued. Other insurance companies took months to a full year to process similar claims for their customers. In this example, Northwestern Mutual demonstrated the service quality of _____________, fill in the blank, to its customers.

Answer 1

Empathy

Step-by-step explanation:

Empathy is the ability of a person of business entity to understand the thoughts, feelings, and emotions of their customers. It is the ability to personalise the customer's situation.

This makes the business go the extra mile in solving the customer's problem.

In this scenario Northwestern mutual felt the pain and understood the financial needs of the families of first responders during the 9-11 attack.

So without official death certificates they paid death benefits only 3 days after the attacks.

Other insurance companies however did not empathise with their customers and only paid death benefits some months to a year.