A service recovery strategy is designed to:
A)Create a problem
B)Improve the service delivery system
C)Attract customers
D)None of the above

Question

Quizplus · Accepted Answer

A service recovery strategy is designed to improve the service delivery system when there is a service failure or a customer complaint. It aims to regain trust, satisfaction and loyalty of the customer through effective and efficient resolution of the problem. Creating a problem or attracting customers are not the objectives of a service recovery strategy.

A Service Recovery Strategy Is Designed To