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12 Questions

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Service Recovery Steps Quiz

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Questions and Answers

When should service recovery begin?

As soon as the problem is reported (correct)

After the problem has been resolved

After the customer threatens to leave

After the customer calls a second time

What is the main purpose of service recovery?

To avoid future problems with the customer

To provide a full replacement and reimbursement

To correct the problem and manage the customer's feelings (correct)

To convince the customer to remain loyal

What is likely to happen if a customer thinks the company is being insincere?

The customer will be more understanding

The customer will not notice

The customer will remain loyal

The customer will go elsewhere for future needs (correct)

Which of the following is an accurate 'wish statement' for service recovery?

I wish we could give you a complete replacement and reimbursement Signup and view all the answers

What is the heart of successful service recovery?

Managing the customer's feelings Signup and view all the answers

Which of these statements about service recovery is FALSE?

The customer won't notice if you don't go the extra mile Signup and view all the answers

Which of the following is NOT considered a 'killer word' or phrase that should be avoided when communicating with customers?

You're welcome! Signup and view all the answers

Why should the phrase 'Yes, BUT...' be avoided when communicating with customers?

It implies the customer's concern is valid but will not be addressed Signup and view all the answers

What is the primary purpose of learning questioning techniques when communicating with customers?

To improve the way you communicate with customers Signup and view all the answers

Which of the following is an example of a closed-ended question?

Can I help with anything else? Signup and view all the answers

True or False: A leading question is one that is designed to guide the respondent towards a particular answer.

True Signup and view all the answers

Which statement about open-ended and closed-ended questions is correct?

Open-ended questions allow for more detailed responses Signup and view all the answers

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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Description

Test your knowledge on service recovery with this quiz covering 6 important steps and key concepts such as the right time for service recovery, the number of calls needed to correct a problem, and the importance of managing customer feelings.