Simon was dissatisfied with the meal and service he received at a restaurant, so he complained. the manager came out and was arrogant to simon, and simon felt like he was trying to blame him for the bad experience he had by saying he was too picky. simon vowed never to eat at that restaurant again. which reason for changing providers does this represent?
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This Post Has One Comment
The reason is: Responses to service failures .
Every business is prone to eventually receive dissatisfied customers. It is something that can't be avoided entirely. However, Simon is not changing his provider because the food was not of his liking, but because the manager was rude and arrogant.
When a customer is not satisfied with a service, the approach that the company gives to the issue will result in retaining or losing the customer. A better approach would have been an apology from the manager, saying that his feedback will be taken into account, and if the manager considers its right, to give Simon a compensation, like a replacement meal, a refund or a discount for a next opportunity.
The way a company responds to service failures will determine its success in the long run.