A _______ 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.
A)service recovery system
B)trust
C)commitment
D)guarantee

Question

Quizplus · Accepted Answer

A service recovery system includes the resources (such as training, technology, and funding for compensation), procedures (such as how to respond to customer complaints), and authority (such as decision-making power given to front-line employees) needed to effectively resolve customer problems or compensate them for poor service. Trust and commitment may be important components of a service recovery system, but they are not comprehensive enough to describe all of the necessary elements. A guarantee is a specific type of service promise, but it is not a complete system for resolving service failures.

A _______ Entails the Resources,procedures,and Authority That Empower and Enable