Service recovery sometimes requires service employees to:
A) temporarily stop contacting highly dissatisfied customers.
B) permanently pass decision-making authority and responsibility to managers.
C) switch to the process of service delivery.
D) perform heroic service acts that delight highly dissatisfied customers.

Question

Quizplus · Accepted Answer

Service recovery often involves performing a heroic service act that goes above and beyond what the customer expected. This can help to not only resolve the issue at hand but also create a positive relationship with the customer going forward. Option A is incorrect because avoiding contact with dissatisfied customers is not an effective way of resolving their issues. Option B is incorrect because service employees should still have decision-making authority and responsibility when it comes to service recovery, though they may need to consult with managers for guidance. Option C is incorrect because the process of service delivery may have contributed to the customer's dissatisfaction in the first place, and service recovery requires a different approach.

Service Recovery Sometimes Requires Service Employees To