Beth is a customer service representative for an online clothing store. When she got a phone call yesterday from a customer who received a pink shirt instead of the blue one she ordered, Beth told the customer she would mail the blue shirt out immediately and the customer would not have to pay for either shirt. What process is Beth using?
A)instrumental support
B)economy of scale
C)the knowledge gap
D)heterogeneity
E)service recovery

Question

Quizplus · Accepted Answer

Beth is using service recovery, which involves taking action to correct a problem or mistake in order to satisfy the customer and maintain their loyalty. By offering to send the correct shirt and not charging for either shirt, she is addressing the customer's complaint and attempting to make up for the error.

Beth Is a Customer Service Representative for an Online Clothing