A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
A)service recovery paradox.
B)service recovery.
C)critical incident.
D)moment of truth.
E)the critical incident technique.

Question

Quizplus · Accepted Answer

Service recovery refers to the actions taken by a firm to address and resolve a customer complaint, with the objective of converting an unhappy customer into a satisfied one. Service recovery is an important aspect of customer service and can lead to increased customer satisfaction, retention, and loyalty.

A Firm's Reaction to a Customer Complaint That Results in Customer