When Recovering from a Defective Service Encounter, a Botched Task

question 8

True/False

When recovering from a defective service encounter, a botched task calls for an apology.

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Definitions:

Skill-Based Outcome

The result or achievement that demonstrates the application or improvement of specific skills.

Competencies Acquisition

The process of gaining or developing skills, knowledge, or abilities necessary for effective performance in a job or task.

Personally Accountable

Taking responsibility for one's actions and their outcomes without blaming others.

Six Sigma

A set of techniques and tools for process improvement aimed at reducing defects and improving quality, originally developed by Motorola in 1986.