Members of Verdure pay a premium price for their gym membership and are accustomed to professional, attentive customer service. Service quality depends not only on who provides the service, but also when, where, and how the services are provided. The Spa wants to ensure that its consumers receive the highest level of service at every interaction. What policy would most effectively reduce service variability and increase customer value?
a. Design a descriptive protocol for each spa service including clear delivery standards. b. Allow therapists to adjust the delivery of spa services based on client request. c. Give therapists flexibility to adjust spa service delivery based on their professional strengths.
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