Final answer:
Service recovery is the appropriate response when a customer is upset after a service failure, involving prompt and effective actions to rectify the situation and maintain customer loyalty. The correct answer is C.
Step-by-step explanation:
The correct answer to the question is c. Service recovery. Service recovery should begin immediately after a service upset occurs and when the customer is visibly upset. Service recovery is the action that a company takes in response to a service failure. By addressing the issue promptly and effectively, companies not only can rectify the situation but also demonstrate their commitment to customer satisfaction. This often involves listening to the customer's concerns, apologizing for the mishap, and offering a solution that may include a refund, a discount, a replacement, or any other form of restitution that addresses the customer's experience.
Effective service recovery is crucial for maintaining customer loyalty and can turn a negative experience into a positive one, often referred to as the service recovery paradox. It is important to train employees in service recovery strategies and empower them to take action when needed. The quick and competent handling of service failures showcases the company's dedication to its clients and can lead to improved customer trust and retention rates.