Lead Service Recovery Quiz for Methodists

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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 (D)

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What is the heart of successful service recovery?

Managing the customer's feelings (D)

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Which of these statements about service recovery is FALSE?

The customer won't notice if you don't go the extra mile (D)

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

You're welcome! (D)

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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 (A)

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

To improve the way you communicate with customers (A)

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

Can I help with anything else? (C)

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

True (D)

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

Open-ended questions allow for more detailed responses (D)

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Flashcards

When to start service recovery?

Begin service recovery immediately after a problem is reported.

Main goal of service recovery?

To fix the issue and address the customer's emotions.

Insincere service consequence?

Customers will likely switch to a competitor.

Service recovery 'wish statement'?

Expresses a genuine desire to fully compensate the customer.

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Heart of service recovery?

Effectively managing the customer's feelings.

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False statement about service recovery?

It is false that customers won't notice if you don't go the extra mile.

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Acceptable phrase?

'You're welcome!' is generally acceptable.

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Why avoid 'Yes, BUT...'?

It implies dismissal of the customer's concern.

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Purpose of questioning techniques?

To improve communication effectiveness with customers.

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What is a closed-ended question?

A question prompting a 'yes' or 'no' response.

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Leading question

A question designed to guide the response, is true.

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Open vs Closed

Open-ended questions allow for more detailed answers.

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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.