Service recovery cannot reduce the incidence of bungled moments of truth even if the information regarding customers' dissatisfaction is put to good use.

Question

Quizplus · Accepted Answer

Service recovery is an effective way to reduce the negative impact of bungled moments of truth. It involves acknowledging the issue, apologizing, and taking swift action to correct the problem in order to satisfy the customer. By doing so, the likelihood of the customer sharing their negative experience with others or switching to a competitor decreases.

Service Recovery Cannot Reduce the Incidence of Bungled Moments of Truth