Inrecentyears,Israeliconsumershavegrownmoredemandingasthey’vebecomewealthierandmoreworldly-wise.Foreigntravelisanationalpassion;thissummeralone,onein10citizenswillgoabroad.Exposedtohigherstandardsofserviceelsewhere,Israelisarereturninghomeexpectingthesame.Americanfirmshavealsobegunarrivinginlargenumbers.ChainssuchasKFC,McDonald’sandPizzaHutaresettinganewstandardofcustomerservice,usingstrictemployeetrainingandconstantmonitoringtoensurethefriendlinessoffrontlinestaff.EventheAmericanhabitoftellingdepartingcustomersto“Haveaniceday”hascaughtonalloverIsrael.“Nobodywakesupinthemorningandsays,‘Let’sbenicer,’”saysItsikCohen,directorofaconsultingfirm.“Nothinghappenswithoutcompetition.”Privatization,orthethreatofit,isamotivationaswell.MonopoliesthatuntilrecentlyhavebeenfreetotaketheircustomersforgrantednowfearwhatMichaelPerry,amarketingprofessor,calls“therevengefulconsumer.”WhenthegovernmentopenedupcompetitionwithBezaq,thephonecompany,itsinternationalbranchlost40%ofitsmarketshare,evenwhileofferingcompetitiverates.SaysPerry,“Peoplewantedrevengeforalltheyearsofbadservice.”Theelectriccompany,whosemonopolymaybeshort-lived,hassuddenlymoppedrequiringuserstowaithalfadayforarepairman.Now,appointmentsarescheduledtothehalf-hour.ThegracelessElAlAirlines,whichisalreadyatauction,hasrestraineditsemployeestoemphasizeserviceandisboastingabouttheresultsinanadcampaignwiththeslogan,“Youcanfeelthechangeintheair.”Forthefirsttime,praiseoutnumberscomplaintsoncustomersurveysheets.3.IfsomeoneinIsraeltodayneedsarepairmanincaseofapowerfailure,________.
A
they can have it fixed in no time
B
it’s no longer necessary to make an appointment
C
the appointment takes only half a day to make
D
they only have to wait half an hour at most
