What Should Be the First Step in the Service Recovery

question 24

Multiple Choice

What should be the first step in the service recovery process?

• A)Comprehend the reasons for customer dissatisfaction with the service
• B)Correct the problem
• C)Apologize to the customer
• D)Compensate the customer for the organization's mistake
• E)Check whether the organization's effort to win back the customer has been successful

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Definitions:

Logical Consistency

The attribute of an argument, theory, or system of thought in which all its components fit together without contradiction.

Observation

The active acquisition of information from a primary source.

Empiricism

A philosophy that states knowledge comes primarily from sensory experience.

Behaviourism

A theory of learning which states that all behaviors are acquired through conditioning processes influenced by the environment, without the need for thoughts or feelings.