The first step to helping resolve any service breakdown is to ________.
A) apologize emotionally for the inconvenience, frustration, and mistreatment
B) offer numerous alternatives to satiate the customer's needs
C) immediately accommodate every wish of the customer
D) frame your problem resolution with customer-focused messages through use of the emotion-reducing model

Question

Quizplus · Accepted Answer

The first step in resolving service breakdowns is to communicate in a way that focuses on the customer and aims to reduce their emotional distress. This involves using customer-focused messages and strategies that help in calming the situation and making the customer feel heard and valued, which is the essence of the emotion-reducing model.

The First Step to Helping Resolve Any Service Breakdown Is