In the Context of Service Recovery, Which of the Following

question 7

Multiple Choice

In the context of service recovery, which of the following should businesses do when customers respond aggressively to a problem?

• A) Remind customers of their contract of purchase
• B) Give customers choices to allow them to feel in control of the situation
• C) Give customers a rational response explaining the situation
• D) Offer customers a discount on all the products to rebuild their satisfaction levels
• E) Sincerely apologize to the customers

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Definitions:

Reprocessing

A therapeutic process aimed at helping individuals to reassess and integrate distressing memories or trauma.

Personality Disorders

Mental disorders characterized by enduring maladaptive patterns of behavior, cognition, and inner experience, exhibited across many contexts and deviating markedly from those accepted by the individual's culture.

PTSD

Post-Traumatic Stress Disorder is a mental health condition triggered by a terrifying event, characterized by severe anxiety, flashbacks, and uncontrollable thoughts about the event.

Cognitive-Behavioural Model

A psychological framework that emphasizes the role of thought processes and behaviours in the development and treatment of disorders.