When customers become dissatisfied with the service they have received,service businesses must switch to the process of _____.
A) service recovery
B) service enhancement
C) customer focus
D) customer reengineering

Question

When customers become dissatisfied with the service they have received,service businesses must switch to the process of _____.
A) ​service recovery 
B) ​service enhancement 
C) ​customer focus 
D) ​customer reengineering

Quizplus · Accepted Answer

Service recovery refers to the process of taking action to correct a problem that has occurred with a service or product in order to satisfy the customer and prevent further problems. It involves acknowledging the issue, apologizing, and providing a solution or compensation to the customer. This process is crucial for businesses to maintain customer satisfaction and loyalty, as it shows that they value their customers and are willing to make things right if something goes wrong. Service enhancement, customer focus, and customer reengineering are all important concepts in service management, but they are not directly related to the process of addressing customer complaints and repairing service failures.

When Customers Become Dissatisfied with the Service They Have Received,service