Multiple Choice
Which service recovery step does a service organization use when it attempts to understand why the customer is disappointed with the service?
A) Apology
B) Urgent reinstatement
C) Empathy
D) Symbolic atonement
E) Follow-up
Correct Answer:
Verified
Correct Answer:
Verified
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
Q31: Which service recovery step does a service
Q32: Even if it fails,it is better for
Q33: Service recovery cannot reduce the incidence of
Q34: Enlightened service organizations devise plans to manage
Q35: COMPLETION QUESTIONS<br>Customer Service<br>Critical Incidents<br>Service Recovery<br>Management by Walking