A patient isn’t happy with the nurse, that drew her blood and complains to the doctor, “that nurse doesn’t know how to draw blood and bruised my arm”    This is an example of a _____________________ complaint. 

Professional service providers should display a professional image. Which of the following items establish a professional image? 

____________________ is when customer expectation matches customer perception.  

Employees should never be allowed to break the rules to fix a service failure. 

Dana is unhappy with her second floor room at the Holiday Inn, but that is all they have available for a regular room. The Holiday Inn offers Dana a free upgrade to a suite. What type of recovery strategy did the Holiday Inn implement? 

Leslie brings her son to Chuck E. Cheese, after playing for a few minutes, the power to half of the games goes out. Leslie complains that her son is unable to play with some of his favorite games, because of the outage. Chuck E. Cheese offers Leslie store credit to come back another day with her son. Which recovery strategy did Chuck E. Cheese implement? 

Which of the following are direct measures of customer satisfaction? 

Which area of a Doctor’s Office should be a top priority when developing the physical evidence  because it dramatically influences the perception and impression of the service? 

Tim has his car detailed by Wash and Wax Detailing. When Tim picks up his vehicle, the passenger floor mats are still dirty and have not been cleaned. Tim alerts a worker about the problem. The worker quickly tells Tim that he will vacuum and clean the passengers side immediately. Which recovery strategy did Wash and Wax Detailing implement? 

Match the 3 components of the SOR model to its appropriate example.