Explain the service recovery system
What will be an ideal response?
Companies increasingly back guarantees with a service recovery system. A service recovery system entails the resources, procedures, and authority that empower and enable front-line personnel to resolve customer problems or compensate customers for unexpected lapses in service. Psychological methods of service recovery typically include an apology and an explanation of what went wrong. The supplier firm designs them to diffuse anger and restore the customer's favorable perception of the supplier. Tangible methods encompass monetary compensation for damages or inconvenience, immediate delivery of correct products or services ordered, and the resolution of customer problems. The supplier designs tangible service recovery to restore the customer's sense of equity in the business transaction. Shrewd business market managers monitor every service recovery event to better understand and bolster the weak links in their firm's service delivery processes
You might also like to view...
Which group of stakeholders' primary interests include exceptional customer service, high-quality products, and ethical dealings?
A. Shareholders/Investors B. Partners/Suppliers C. Customers D. Community
The strength of association is measured by the ________
A) coefficient of determination B) regression equation C) correlation coefficient D) F factor E) F-statistic
Using the following year-end information for Calvin's Clothing, calculate the current ratio and acid-test ratio for the business: Cash$53,150?Short-term investments 10,000?Accounts receivable 50,000?Inventory 190,000?Prepaid expenses 6660?Accounts payable 104,000?Other current payables 30,700?
A. 0.43 and 1.19 B. 2.30 and 0.84 C. 2.74 and 1.19 D. 1.30 and 0.84 E. 1.30 and 1.00
When a person describes a mechanism, he or she also should explain how to operate it
Indicate whether the statement is true or false