Effective service recovery systems lead to:
A)Elimination of customer service
B)Improved customer dissatisfaction
C)Higher customer retention
D)Higher customer defection

Question

Quizplus · Accepted Answer

Effective service recovery systems help in resolving customer complaints and issues, thereby improving customer satisfaction and reducing the likelihood of customer defection. It also leads to higher retention of existing customers as they are more likely to continue doing business with a company that has resolved their issues promptly and satisfactorily. Elimination of customer service and improved customer dissatisfaction are not the expected outcomes of service recovery systems.

Effective Service Recovery Systems Lead To