Good Service Recovery Can Turn Angry Customers into Loyal Customers

question 56

True/False

Good service recovery can turn angry customers into loyal customers and can even win more customer purchasing and loyalty than if no problem had occurred in the first place.

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Definitions:

Decision Makers

Individuals or groups responsible for making choices that affect an organization's strategies and operations.

Organizational Planning

The process of identifying an organization's immediate and long-term objectives and formulating and monitoring specific strategies to achieve them.

Marketing's Position

Refers to the role or stance that marketing practices and approaches occupy within an organization or industry, including its importance and influence.

Customer Orientation

A business approach that focuses on understanding and meeting the needs and expectations of customers.