Kizspy | Question: 46
(Choose 1 answer)
Which of the following is NOT an approach to enable effective service recovery?
A. Service personnel can ask whether customers might be experiencing a problem.
B. Managers should identify the most common service problems and then develop solution sets for
employees to follow.
C. Employees should be trained on how to handle recovery solution sets for routine service failures.
D. Service recovery efforts should not be flexible.
E. Employees should be empowered to use their judgment to develop solutions that satisfy complaining
customers.
