Roberto is training his staff to improve service recovery.Roberto tells his staff to:

Question

Quizplus · Accepted Answer

Listening carefully to the customer is the most important step in service recovery. It helps the staff to understand the customer's problem, empathize with them, and find a solution to their problem.

Answer: B 
 Arguing with the customer is never a good idea as it can escalate the situation and damage the relationship with the customer. Staff should focus on finding a solution that satisfies the customer.

Answer: C 
 Making excuses is never an acceptable behavior in service recovery. Staff should take ownership of the problem and offer a sincere apology. Finding a solution to the customer's problem should be the primary goal.

Therefore, the best choice is: A and B.

Roberto Is Training His Staff to Improve Service Recovery