Answer Happy

Sue wants her Bow Wow facility to be "the best in the Camp Bow Wow system." If she makes a commitment to decrease the number of complaints she gets from customers by 5% each year, she would be focusing on Sue has recently hired you as a manager and asks your advice. Choose the best answer to her question. Sue says that she wants her customers, "...even if they are dealing with a difficult problem with us to come away knowing that we've done everything we could to address it." What's the one thing Sue could do that would help her service recovery process the most? Tell all employees that they should offer dissatisfied customers 15% off on their next visit to Camp Bow Wow. Make sure that any dissatisfied customer speaks with a facility manager only managers should solve customer problems. Ο Ο Ο Ο Ask all dissatisfied customers to come back a week later for a complimentary doggie day care session. Empower her employees, and give them the authority to make decisions that solve customer problems.