Exam 7: Service Breakdowns and Service Recovery

The key to helping resolve service breakdowns is to frame your problem resolution with customer-focused messages through the use of the emotion-reducing model.

Which of the following is a suggested strategy for preventing dissatisfaction and promoting problem solving?

A demanding customer may feel a need to be or stay in control, especially if he or she has felt out of control in the past.

If customers share a concern, complaint, or question with you in person, you should remember to use verbal, nonverbal, and listening skills in conjunction with customer service.

Talkative customers are not classified as difficult customers.

The primary purpose of any good service recovery program should be to return the customer-provider relationship to its normal state.

Internal customers with special requests can be classified as difficult customers.

Customers often take their business to competitors if they feel they have received poor service and complacency, inappropriate complaint resolution, or unmet needs from one's company.

When using the emotion-reducing model, it is appropriate for the service provider to interrupt the customer and interject his or her own views.

The more you know about behavioral style tendencies, the harder it is to deal with people in a variety of situations.

Motivators that cause customers to seek out specific types of products or services are referred to as customer needs.

A customer who rarely volunteers feelings and asks "why" questions demonstrates characteristics of the ________ behavioral style.

To effectively serve an angry customer, the service provider must move beyond the emotions to discover the reason for his or her anger.

List any five possible strategies to effectively handle dissatisfied customers.

The cost of acquiring new customers is less costly than the cost of retaining current ones.