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:

Imprinting

A critical period in early development where organisms form strong attachments and establish particular behaviors in response to specific stimuli or experiences.

Goslings

Young geese, especially newly hatched or very young ones.

Imprinting

A rapid learning process that occurs in some animals shortly after birth, leading them to recognize a particular individual or object as something to be followed or avoided.

Critical Period

A specific time during development when the presence or absence of certain experiences has a profound impact on the formation of abilities or characteristics.