Service Recovery Sometimes Requires Service Employees To

question 71

Multiple Choice

Service recovery sometimes requires service employees to:

• A) stop contacting highly dissatisfied customers.
• B) permanently pass decision-making authority and responsibility to managers.
• C) switch to the process of service delivery.
• D) perform heroic service acts that delight highly dissatisfied customers.

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Definitions:

Reprints

Copies of previously printed work, such as articles or books, made available after the original print run has been depleted or in response to continued demand.

Indexing

The process of organizing data, information, or documents in a systematic way to make them easily retrievable.

Expedite

To speed up the process or progress of something to achieve a faster outcome or result.

Filing

The process of organizing documents in a systematic way for easy retrieval and management of information.