Final answer:
The process for reducing customer frustration or anger is known as Service Recovery. It involves taking appropriate actions to address service failures and ensuring customer retention by turning negative experiences into positive ones.
Step-by-step explanation:
A process for reducing customer frustration or anger is known as B) Service recovery. Service recovery is the action a service provider takes in response to a service failure. By effectively dealing with errors, companies can maintain a positive relationship with their customers, ensuring customer satisfaction, thereby increasing the likelihood of customer retention. To perform effective service recovery, a company might apologize, offer a discount or free service, provide a speedy resolution to the problem, or show empathy to better understand the customer's dissatisfaction. The main aim of this process is to convert a previously unsatisfied customer into a satisfied one, encouraging repeat business.