How the recovery is handled
A) is more important to the guest than the original failure
B) is just as important to the guest as the original failure
C) is not as important as the original failure
D) is unrelated to the original failure

Question

Quizplus · Accepted Answer

The way a service failure is recovered can significantly impact a guest's overall satisfaction, often more so than the original issue itself. Effective recovery can turn a negative experience into a positive one, highlighting the importance of addressing and rectifying problems efficiently and empathetically.

How the Recovery Is Handled