Effective Service Recovery Entails All of the Following EXCEPT

question 91

Multiple Choice

Effective service recovery entails all of the following EXCEPT

• A) listening to the customer.
• B) estimating the damage.
• C) providing a fair solution.
• D) resolving the problem quickly.
• E) all of these are effective service recovery techniques.

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Definitions:

Emotional Empathy

The capacity to recognize and, to some extent, share feelings that are being experienced by another sentient being.

Emotional Intelligence

The ability to understand, use, and manage one's own emotions in positive ways to relieve stress, communicate effectively, empathize with others, overcome challenges, and defuse conflict.

Cognitive Empathy

The capacity to understand another person's perspective or mental state without necessarily sharing their emotions.

Cognitive Dissonance

The psychological discomfort experienced by an individual who holds two or more contradictory beliefs, ideas, or values at the same time.