Service Breakdown and Recovery

Service breakdowns often occur because service providers fall to meet customer needs and wants.

• True

• False

Customer expectations do not affect service delivery.

• True

• False

Behavioural style preferences do not affect customer needs or satisfaction levels.

• True

• False

An upset customer is usually annoyed with a specific person rather than the organization or system.

• True

• False

When you cannot comply with the demands of an angry customer, you should try to negotiate an alternative solution.

• True

• False

Competency in communicating can eliminate the need for service recovery.

• True

• False

Demanding customers often act in a domineering manner because they are very self-confident. This is a function of behavioural style.

• True

• False

Service recovery occurs when a provider can make restitution, solve a problem, or regain customer trust after service breakdown.

• True

• False

One key strategy for preventing dissatisfaction is to learn to think like a customer.

• True

• False

Adopting a "good neighbour policy" can help in dealings with internal customers.

• True

• False