Javed was eating in a restaurant when he found a fly in his soup. He called the server over to complain, but the server said that happens when yc The server demonstrated poor
Multiple Choice
sympathy.
assurance.
tangibility.
reliability.
responsiveness.
The Correct Answer and Explanation is :
The correct answer is sympathy.
Explanation:
In customer service, the concept of “sympathy” refers to the emotional response or concern a service provider expresses toward a customer’s problem. When a customer experiences an issue, like Javed finding a fly in his soup, they expect the service provider to acknowledge their discomfort or distress. Sympathy is about demonstrating understanding and offering emotional support or comfort in response to the customer’s issue.
In this scenario, Javed found a fly in his soup, and he called the server over to complain. However, instead of offering an apology or showing concern for the situation, the server dismisses the issue by stating that it “happens.” This response shows a lack of sympathy, as the server does not express any emotional understanding or concern for the customer’s negative experience.
Sympathy is an essential component of service quality because it helps customers feel heard and valued. When customers have a negative experience, they want to feel that the service provider cares about their dissatisfaction and is willing to make things right. In this case, the server’s lack of sympathy leads to a poor customer experience and does not help resolve the issue in a compassionate way.
To clarify the other options:
- Assurance refers to the service provider’s ability to inspire confidence in the customer about the service being provided. It involves demonstrating professionalism and knowledge, which is not demonstrated in this scenario.
- Tangibility refers to the physical evidence of the service, like the cleanliness of the restaurant or the quality of the menu items. It’s not relevant in this case.
- Reliability is the consistency of the service, ensuring that customers receive the service they expect. While the issue of the fly could relate to reliability, the focus in the scenario is more on the server’s response.
- Responsiveness involves the service provider’s ability to respond promptly to customer needs. While the server’s response could be considered non-responsive, the key issue here is the lack of sympathy toward the customer’s complaint.