The First Step to Helping Resolve Any Service Breakdown Is

question 2

Multiple Choice

The first step to helping resolve any service breakdown is to ________.

• A) apologize emotionally for the inconvenience, frustration, and mistreatment
• B) offer numerous alternatives to satiate the customer's needs
• C) immediately accommodate every wish of the customer
• D) frame your problem resolution with customer-focused messages through use of the emotion-reducing model

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Definitions:

HRM Practices

Human Resource Management practices involve recruitment, selection, training, appraisal, compensation, and development of employees to enhance organizational performance.

Competitive Advantage

A condition or circumstance that puts a company in a favorable or superior position compared to its competitors.

Growth Strategy

A plan of action designed to increase the size, revenue, or market share of a business.

Organization's Culture

The shared values, beliefs, and practices that shape the social and psychological environment of a business organization.