Examlex
According to your text,which mechanism determines the overall quality of a firm's human resources?
Service Recovery
The strategies and actions a company takes to fix a problem following a service failure and to address the customer's dissatisfaction.
Angry and Emotional Customer
A customer who expresses dissatisfaction or frustration with a service or product in a highly emotional or aggressive manner.
Listen Carefully
emphasizes the importance of paying full attention to and processing verbal and non-verbal messages during communication.
Zone of Tolerance
The range within which customers are willing to accept variations in service or product quality.
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