Final answer:
The correct answer is option 1: When customers are dissatisfied, retailers can take three steps for service recovery: apologize, compensate, and learn; ignore, deny, and avoid; or blame, argue, and defend.
Step-by-step explanation:
When customers are dissatisfied with a retailer's service, there are three steps that the retailer can take for service recovery:
- Option 1: Apologize, Compensate, Learn: The retailer apologizes to the customer, offers some form of compensation to make up for the dissatisfaction, and learns from the experience to prevent the same issue from happening again.
- Option 2: Ignore, Deny, Avoid: This option is not recommended as it ignores the customer's concern, denies any responsibility, and avoids addressing the problem, which can lead to further dissatisfaction and damage the retailer's reputation.
- Option 3: Blame, Argue, Defend: This option also should be avoided as it involves blaming the customer, arguing with them, and defending the retailer's position without addressing the issue at hand, which can escalate the situation and worsen the customer's dissatisfaction.
- Option 4: Investigate, Mediate, Resolve: This option involves investigating the customer's concern, mediating between the customer and the retailer to find a satisfactory resolution, and resolving the issue to the customer's satisfaction.