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Management Studies

A restaurant manager is proud of his business's customer satisfaction record. He states that, "When a customer has a problem, we resolve it on the spot. We have been in this business a long time, and we will seldom be surprised by a complaint - we have almost always seen it before, and we know what to do." He then goes on to add, "But the truth is, we get very few customers that complain. This makes it clear enough that the vast majority of customers are happy with the experience here, and that our approach is working great."

Which step in the road to service recovery is this manager ignoring?

A. measure the costs of service recovery

B. empower the front line

C. anticipate needs for service recovery

D. break the customer silence

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Operation Management, Management Studies

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