Final answer:
Self-service resolution is when a company provides tools for customers to independently solve their problems, in contrast to service recovery, where a company takes action to compensate for a mistake. It typically ranges from FAQs to automated systems and helps improve efficiency and customer satisfaction.
Step-by-step explanation:
False. A self-service resolution pertains to a situation where a company provides customers with the tools and information needed to resolve their issues independently, without direct assistance from the company's customer service representatives. This type of resolution often involves things like FAQs, community forums, and interactive troubleshooting guides. On the other hand, a gesture of compensation or atonement for a mistake or problem is generally referred to as service recovery or a customer appeasement measure. In the context of customer service, self-service resolution tools are offered to allow customers the convenience of solving their problems on their own time, which can result in increased customer satisfaction and reduced costs for the company.
Examples of self-service resolutions include interactive voice response (IVR) systems, customer portals where users can manage their accounts, and automated chatbots that can address common questions or concerns. By enabling customers to access information and resolve issues without human intervention, companies can improve operational efficiency while also meeting customer expectations for quick and easy resolution of queries.