The First Phase in the Service Recovery Process Is To

question 40

Multiple Choice

The first phase in the service recovery process is to:

• A) provide compensation.
• B) apologize, apologize, and apologize.
• C) take immediate action.
• D) show compassion.

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Definitions:

Wage Compression

Occurs when there is a narrowing of the differences in pay between employees regardless of their skill level or experience, often due to internal or external pressure on wage structures.

Rate Ranges

Pay scale brackets defined by an employer that dictate the minimum and maximum salary for a particular position.

Physiological Needs

Basic necessities required for human survival, such as food, water, shelter, and air.

Security Needs

The requirements necessary to protect physical or informational assets from threats.