Clayton is a customer service representative for a music supply store. When customers call the store to order products, Clayton is allowed to work directly with them to ensure they select the right product to meet their needs. Likewise, if the customers call back with issues regarding those products, Clayton is authorized to make decisions that will rectify the situation and satisfy the customer. This is an example of
A. service recovery.
B. raising the zone of tolerance.
C. heterogeneity.
D. empowering service providers.
E. a voice-of-customer program.
Answer: D. empowering service providers.