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

Question

Quizplus · Accepted Answer

Encouraging learning is important in service recovery because it allows the company to identify and correct the root causes of service failures, preventing them from happening again in the future. Setting up a tracking system and training staff are also important steps, but they are not as effective if the company does not actively learn from its mistakes.

The Third Step in a Service Recovery Process Is To