The second step in a service recovery process is to:
A)Encourage learning so that service recovery problems are identified and corrected
B)Train and empower staff to respond to customer complaints
C)Set up a tracking system to identify system failures
D)None of the above

Question

Quizplus · Accepted Answer

Training and empowering staff to respond to customer complaints is the second step in a service recovery process. This ensures that employees are equipped with the necessary skills to handle and resolve customer issues effectively, which can prevent similar problems from occurring in the future. Encouraging learning and setting up a tracking system are also important components of a service recovery process, but they typically come later in the process. Therefore, option B is the best choice.

The Second Step in a Service Recovery Process Is To