The first step in a service recovery process is to:
A)Encourage learning so that service recovery problems are identified and corrected
B)Train and empower staff to respond to customer complaints
C)Set up a tracking system to identify system failures
D)None of the above

Question

Quizplus · Accepted Answer

Setting up a tracking system to identify system failures is crucial in determining where the service breakdown occurred and how to prevent it from happening again. This step can also contribute to encouraging learning and correcting service recovery problems, as it provides data that can be analyzed to identify patterns in service failures. Training and empowering staff and encouraging learning are important steps, but they come after setting up a tracking system.

The First Step in a Service Recovery Process Is To