Exam 11: Regaining Customer Confidence Through Customer Service and Service Recovery

Enlightened service organizations anticipate the need for service recovery.

A moment of truth is any contact point with a service organization that the customer uses to evaluate the service delivery.

You and your business partner own a local restaurant.Recently you became aware that a number of service failures are occurring at the restaurant.When you asked your partner about ways to recover from the failures,your partner simply said to ignore them.He said that customers expect occasional service failures and that there is nothing to worry about.What is your response? Explain your answer.

COMPLETION QUESTIONS Customer Service Critical Incidents Service Recovery Management by Walking Around Lifetime Value Double Deviation Moment of Truth Annoyance Victimization Symbolic Atonement -Each ______________ is an opportunity for the organization to succeed or fail in its efforts to endear itself to the customer.

Proactive customer service is a valuable information source for learning about customer needs.

Which,if any,is NOT a benefit associated with effective service recovery efforts?

Which of the following considerations is NOT a benefit of treating customer service as a strategic function?

COMPLETION QUESTIONS Customer Service Critical Incidents Service Recovery Management by Walking Around Lifetime Value Double Deviation Moment of Truth Annoyance Victimization Symbolic Atonement -_________________ is a gesture that is designed not to provide a replacement service but to communicate to the customer that the organization takes responsibility for his/her disappointment and is willing to pay a price for its failure.

COMPLETION QUESTIONS Customer Service Critical Incidents Service Recovery Management by Walking Around Lifetime Value Double Deviation Moment of Truth Annoyance Victimization Symbolic Atonement -_______ is the effort an organization expends to win back customers' goodwill once it has been lost due to service failure.

Since all customers are equally attractive,a lost customer is always bad for the service organization.

Customer complaints or suggestions are often a valuable resource that can ultimately enhance customer relationships.

A significant function of customer service is to enable the organization to recover from failures that have generated customer dissatisfaction and complaints.

Customer service should be the responsibility of all service employees.

What are benefits that a service organization can realize if it takes a proactive approach to customer service (i.e. ,considers customer service as a strategic function)?

Empowered frontstage employees can be excellent buffers against the lingering effect of a poor service experience.