Service recovery sometimes requires service employees to:
A) 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 requires service employees to go above and beyond to resolve the issue and make the customer happy again. This may involve performing heroic service acts that exceed the customer's expectations and delight them. This can help to rebuild trust and loyalty with the customer.

Service Recovery Sometimes Requires Service Employees To