WorksheetsCustomer Service Breakdown and Recovery
Total questions: 20
Worksheet time: 10mins
Name
Class
Date
1.
Service breakdown refers to a failure in the delivery of a service that leads to customer dissatisfaction.
a)
False
b)
True
2.
A service breakdown refers to a failure in the delivery of a service that leads to customer (a) .
3.
What is the main idea of a "service breakdown"?
a)
A marketing strategy
b)
A failure in service delivery
c)
A successful customer interaction
d)
A new product launch
4.
Which of these is listed as a common cause of service breakdown?
a)
Excellent customer reviews
b)
Employee training success
c)
Human error by staff
d)
Advanced technology implementation
5.
Technical issues do not contribute to service breakdowns.
a)
True
b)
False
6.
One cause of service breakdown is (a) error, where employees may make mistakes in service delivery.
7.
Service recovery is the process of addressing and resolving a service (a) .
8.
Service recovery is the process of addressing and resolving a service breakdown.
a)
False
b)
True
9.
Effective service recovery can enhance a customer’s perception of a company.
a)
False
b)
True
10.
Effective service recovery can enhance a customer’s perception of a company, turning a negative experience into a (a) one.
11.
Why is service recovery important after a service breakdown occurs?
a)
It helps restore customer satisfaction and trust
b)
It makes customers forget the problem
c)
It shows the company is perfect
d)
It always leads to customer refunds
12.
A company handles a service breakdown by offering a small discount. If the customer is still upset, what might this indicate about the recovery effort?
a)
The customer is being unreasonable
b)
The company is not trying hard enough
c)
The recovery was perfectly effective
d)
The action was not enough to restore full satisfaction
13.
The first step in effective service recovery is to acknowledge the (a) .
14.
What is a key initial step in effective service recovery after a customer complaint?
a)
Change the company's entire policy
b)
Acknowledge the problem right away
c)
Blame the customer for the issue
d)
Ignore the customer's feedback
15.
A sincere (a) can help rebuild trust with customers after a service breakdown.
16.
A customer receives the wrong food order at a restaurant. Which action shows "taking action" as a step in service recovery?
a)
Asking the customer to wait longer
b)
Telling them it's not a big deal
c)
Offering a free, correct meal
d)
Explaining why the error happened
17.
Service recovery has no impact on customer retention.
a)
True
b)
False
18.
A well-handled recovery can keep a customer from (a) .
19.
Analyzing service breakdowns can help companies identify patterns and improve their (a) .
20.
After many reports of slow delivery times, what should a company do next to use this as a "learning opportunity"?
a)
Give all customers free items
b)
Analyze the cause of the delays to improve processes
c)
Stop offering delivery service
d)
Fire all the delivery drivers
100 %
