Questions and Answers
When should service recovery begin?
As soon as the problem is reported
What is the main purpose of service recovery?
To correct the problem and manage the customer's feelings
What is likely to happen if a customer thinks the company is being insincere?
The customer will go elsewhere for future needs
Which of the following is an accurate 'wish statement' for service recovery?
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What is the heart of successful service recovery?
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Which of these statements about service recovery is FALSE?
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Which of the following is NOT considered a 'killer word' or phrase that should be avoided when communicating with customers?
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Why should the phrase 'Yes, BUT...' be avoided when communicating with customers?
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What is the primary purpose of learning questioning techniques when communicating with customers?
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Which of the following is an example of a closed-ended question?
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True or False: A leading question is one that is designed to guide the respondent towards a particular answer.
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Which statement about open-ended and closed-ended questions is correct?
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Study Notes
- Service recovery involves correcting a problem, managing customer feelings, and reversing any damage that could impact future business.
- Prompt service recovery should occur as soon as an issue is reported, with the goal of resolving it in a single customer interaction.
- Customers are more likely to stay and continue working with a company if they are pleased with how a problem was handled.
- Insincerity in service recovery can drive customers away to seek services elsewhere.
- The key to successful service recovery lies in managing and addressing the feelings of the customer effectively.
- Techniques for effective communication with customers include using open-ended questions to gather more information and insight into their feelings.
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