Worksheetsservice failures and recovery
Total questions: 10
Worksheet time: 3mins
A regular and valued customer has complained that a delivery of goods has been delayed. Which of the following actions are likely to satisfy the customer?
Offer free delivery on their next purchase.
Promise to investigate the problem.
Give an apology
all of the above
A customer is complaining angrily about a fault in goods purchased at the store. Which Two of the following actions would be the most suitable?
Lead the customer to a quiet area of the store.
Defuse the customer’s anger.
Call the manager immediately.
Refuse to talk to the customer until they calm down.
Customers who leave feeling satisfied with the service are more likely to ?
Change brands
Leave a tip
Tell someone else
Shop with a competitor
It can occur in any industry, but they are are particularly damaging in the hospitality industry where customer satisfaction is critical to achieve
service failures
fault
service incongruence
service delay
this type of customers believes that there is always something wrong
Mistake finders customers
chronic complainer customer
meek customer
aggressive customer
particularly important as customers often have high expectations for the quality of service they receive
Service satisfaction
Service Recovery
Customer satisfaction
satisfaction
what service recovery you can use to fix the problem in the picture?
making amends to right a wrong
leave them
make them wait
they are no one in your business
It is well known phenomenon in hospitality industry because the industry is taking a lot of expectations
Service failure
Employee's fault
expectation vs. reality
The real purpose of service recovery is not only to correct the problem, but rather _______________.
keep the customer
to educate the customer
to embarrass the customer
for clout
Essence of service recovery is __________.
compensation
ripple effect
fairness
recovery
