Which of the Following Statements About Service Recovery Is True

question 95

Multiple Choice

Which of the following statements about service recovery is true?

• A) Service recovery refers to restoring customer satisfaction to strongly dissatisfied customers.
• B) Service recovery sometimes requires not only that mistakes be fixed but also that heroic service be performed that far surpasses the expectations dissatisfied customers have regarding fair treatment.
• C) The purpose of empowering service employees is zero customer defections.
• D) Service recovery increases the cost of selecting and hiring service workers who are capable of solving problems and dealing with irate customers.
• E) All of these statements about service recovery are true.

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A facial expression formed by flexing the muscles at the sides of the mouth, often expressing happiness, pleasure, or amusement.

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