Briefly Explain the Actions a Retailer Should Take to Address

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The Answer is Answers will vary.The best retailers have plans in place not only to recover from inevitable lapses in service but perhaps even to benefit from them.For these top-performing stores,service recovery is handled proactively as part of an overarching plan to maximize the customer experience.Actions that might be taken include:
•Notifying customers in advance of stockouts and explaining the reasons why certain products are not available
•Implementing liberal return policies designed to ensure that the customer can bring back any item for any reason (if the product fails to work as planned, or even if the customer simply doesn’t like it)
•Issuing product recalls in conjunction with promotional offers that provide future incentives to repurchase

In short, the best retailers treat customer disappointments as opportunities to interact with and improve relations with their customers. Evidence indicates that successful handling of such failures can sometimes yield even higher levels of customer loyalty than if the failure had never occurred at all.

Briefly Explain the Actions a Retailer Should Take to Address

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