Question

Which of the following approaches would NOT be effective in service recovery?

A. Listening to the customer
B. Providing a fair solution
C. Resolving the problem quickly
D. Interrupting the customer

Answer 1

The correct answer is option D. Interrupting the customer would not be an effective approach in service recovery. Listening, providing a fair solution, and resolving the problem quickly are important strategies.

Step-by-step explanation:

D.

Interrupting the customer would not be an effective approach in service recovery. It is important to listen to the customer in order to fully understand their concerns and frustrations. Providing a fair solution is also crucial, as it demonstrates a commitment to resolving the issue. Additionally, resolving the problem quickly helps to minimize any negative impact on the customer's experience.

Interrupting the customer, however, can escalate the situation and make the customer feel unheard and unimportant. It is important to allow the customer to voice their concerns and fully express their dissatisfaction. By interrupting the customer, the company could further damage the customer relationship and potentially lose their business.

In service recovery, it is essential to prioritize customer satisfaction and work towards finding a mutually beneficial solution. This requires active listening, empathy, and a commitment to addressing the customer's concerns in a fair and timely manner.

Answer 2

Interrupting the customer is not an effective approach in service recovery. Effective recovery entails listening to the customer, providing a fair solution, and quick problem resolution, whereas interruption can further harm the customer relationship.

Step-by-step explanation:

The approach that would NOT be effective in service recovery is D. Interrupting the customer. Effective service recovery involves listening to the customer, providing a fair solution, and resolving the problem quickly. These strategies aim to gather information and address the customer's concerns in a way that restores their confidence in the service or product. On the contrary, interrupting the customer during a service recovery attempt can lead to further frustration and dissatisfaction, undermining the goal of restoring trust and loyalty. Service recovery often involves gathering information from customers and other stakeholders, finding expert information (either in person or through books or other sources), and doing a root cause analysis to identify what the real problem is. By engaging in these activities, service providers can understand the customer's perspective, devise appropriate solutions, and avoid future issues.