Multiple Choice
What should be the first step in the service recovery process?
A) Comprehend the reasons for customer dissatisfaction with the service
B) Correct the problem
C) Apologize to the customer
D) Compensate the customer for the organization's mistake
E) Check whether the organization's effort to win back the customer has been successful
Correct Answer:
Verified
Correct Answer:
Verified
Q19: COMPLETION QUESTIONS<br>Customer Service<br>Critical Incidents<br>Service Recovery<br>Management by Walking
Q20: Which of the following activities is NOT
Q21: The cost of retaining existing customers is
Q22: Customer service does not really help the
Q23: COMPLETION QUESTIONS<br>Customer Service<br>Critical Incidents<br>Service Recovery<br>Management by Walking
Q25: Many service organizations have comprehensive service recovery
Q26: Even after elevating customer service to a
Q27: Service recovery is the effort an organization
Q28: All moments of truth carry the same
Q29: A customer lifetime value approach is one