6. Having airline representatives apologize for service difficulties is efficient, but it's not effective when customers are angry and less inclined to continue doing business. TRUE Airlines handle service complaints by routinely saying "I'm sorry," which may be efficient for the airlines—even when the apologies are accompanied by gift cards, credits, and loyalty since it's a lot cheaper than, say, adding more reservation agents, flight crews, baggage handlers, and, of course, airplanes. But it's not effective if it leaves customers fuming and less inclined to continue doing business. AACSB: Analytical Thinking Accessibility: Keyboard Navigation Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-01 What are the rewards of being an exceptional manager? Topic: Management 7. Good managers create value. TRUE Good managers create value. The reason is that in being a manager, they have a multiplier effect: their influence on the organization is multiplied far beyond the results that can be achieved by just one person acting alone. AACSB: Analytical Thinking Accessibility: Keyboard Navigation Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-01 What are the rewards of being an exceptional manager? Topic: Management
6. Having airline representatives apologize for service difficulties is efficient, but it's not effective when customers are angry and less inclined to continue doing business. TRUE Airlines handle service complaints by routinely saying "I'm sorry," which may be efficient for the airlines—even when the apologies are accompanied by gift cards, credits, and loyalty it's a lot cheaper than, say, adding more reservation agents, flight crews, baggage handlers, and, of course, airplanes. But it's not effective if it leaves customers fuming and less inclined to continue doing business. AACSB: Analytical Thinking Accessibility: Keyboard Navigation Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-01 What are the rewards of being an exceptional manager? Topic: Management 7. Good managers create value. TRUE Good managers create value. The reason is that in being a manager, they have a multiplier effect: their influence on the organization is multiplied far beyond the results that can be achieved by just one person acting alone. AACSB: Analytical Thinking Accessibility: Keyboard Navigation Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-01 What are the rewards of being an exceptional manager? Topic: Management since