Research has shown that a successful resolution of a customer complaint can:
A)Restore customer confidence to the level it was before the service failure
B)Make customers feel more positive about the firm than before the service failure
C)Improve customer confidence but to nowhere near the level it was before the service failure
D)None of the above

Question

Quizplus · Accepted Answer

Research has shown that successful handling of customer complaints can lead to increased customer loyalty and positive word-of-mouth recommendations, resulting in customers feeling more positive about the firm than before the service failure. While it may be difficult to restore customer confidence to the exact level it was before the service failure, effectively resolving a complaint can still have a significant positive impact on the customer's perception of the firm.

Research Has Shown That a Successful Resolution of a Customer