Question

Effective service recovery entails all of the following EXCEPT _______. listening to the customer placing blame with the customer to reduce costs resolving the problem quickly providing a fair solution

Answer 1

Answer:

Placing blame with the customer to reduce cost.

Explanation:

Providing an excellent customer service to customers involves making sure that a customer is happy and very satisfied with a company’s products or services. It also involves providing adequate service to a customer in a timely, polite, pleasant and orderly manner. In order to provide excellent customer service the customer service representative must possess a good communication and problem resolution skills.

The customer service representative must:

1) Must have the patience and time to listen attentively to a customer complaint.

2) Must be able to respond in a timely manner.

3) Must appreciate the customers.

4) Must be able to get feedback from the customers.

Answer 2

Answer:

Option A.

Placing the blame on the customer to reduce costs

Explanation:

Service recovery refers to  the efforts  a firm makes to correct a problem following a service failure and retain a customer's goodwill.

After a service failure, the core reason for the failure is to be addressed by the service recovery system, in order to prevent it from happening again. Placing the blame on the customer does not address the core underlying issue that led to the service failure and most of the time, this will cause the issue to repeat itself, this time with a different customer.

This makes placing blame with the customer to reduce costs the wrong choice to make during a service recovery operation , and the correct answer to the question.