question 1:
Tiffany’s and McDonald’s both are noted for their ‘standardized’ customer service, but their approaches to providing this quality service are different. Describe this difference. Why have these retailers elected to use these different approaches?
question 2:
Assume you’re the department manager for menswear in a local department store that emphasizes empowering its managers. A customer returns a dress shirt that’s no longer in the package in which it was sold. The customer has no receipt, says that when he opened the package he found that the shirt was torn, and wants cash for the price at which the shirt is being sold now. The shirt was on sale last week when the customer claims to have bought it. What would you do?
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