The Third Step in a Service Recovery Process Is To

question 90

Multiple Choice

The third step in a service recovery process is to:

• A)Set up a tracking system to identify system failures
• B)Train and empower staff to respond to customer complaints
• C)Encourage learning so that service recovery problems are identified and corrected
• D)None of the above

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Definitions:

Misfeasance

Wrongful conduct.

Nonfeasance

Failure to act; such failure is actionable in tort only where there is a specific duty to act, as with a guardian, parent, or lifeguard.

Legal Causation

The process of determining whether a defendant's actions are legally sufficient to be considered as causing the plaintiff's injuries or damages.

Automobile Collisions

Accidents involving motor vehicles that result in damage to properties, injuries, or fatalities.