Podcast
Questions and Answers
When should service recovery begin?
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?
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?
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?
Which of the following is an accurate 'wish statement' for service recovery?
What is the heart of successful service recovery?
What is the heart of successful service recovery?
Which of these statements about service recovery is FALSE?
Which of these statements about service recovery is FALSE?
Which of the following is NOT considered a 'killer word' or phrase that should be avoided when communicating with customers?
Which of the following is NOT considered a 'killer word' or phrase that should be avoided when communicating with customers?
Why should the phrase 'Yes, BUT...' be avoided when communicating with customers?
Why should the phrase 'Yes, BUT...' be avoided when communicating with customers?
What is the primary purpose of learning questioning techniques when communicating with customers?
What is the primary purpose of learning questioning techniques when communicating with customers?
Which of the following is an example of a closed-ended question?
Which of the following is an example of a closed-ended question?
True or False: A leading question is one that is designed to guide the respondent towards a particular answer.
True or False: A leading question is one that is designed to guide the respondent towards a particular answer.
Which statement about open-ended and closed-ended questions is correct?
Which statement about open-ended and closed-ended questions is correct?
Flashcards
When to start service recovery?
When to start service recovery?
Begin service recovery immediately after a problem is reported.
Main goal of service recovery?
Main goal of service recovery?
To fix the issue and address the customer's emotions.
Insincere service consequence?
Insincere service consequence?
Customers will likely switch to a competitor.
Service recovery 'wish statement'?
Service recovery 'wish statement'?
Expresses a genuine desire to fully compensate the customer.
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Heart of service recovery?
Heart of service recovery?
Effectively managing the customer's feelings.
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False statement about service recovery?
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?
Acceptable phrase?
'You're welcome!' is generally acceptable.
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Why avoid 'Yes, BUT...'?
Why avoid 'Yes, BUT...'?
It implies dismissal of the customer's concern.
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Purpose of questioning techniques?
Purpose of questioning techniques?
To improve communication effectiveness with customers.
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What is a closed-ended question?
What is a closed-ended question?
A question prompting a 'yes' or 'no' response.
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Leading question
Leading question
A question designed to guide the response, is true.
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Open vs Closed
Open vs Closed
Open-ended questions allow for more detailed answers.
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- 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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