What is the sequence of steps for the service recovery process?
A. Anticipating customer needs, acknowledging their feelings, Apologising and Owning the responsibility, Offering alternatives, making amends
B. Acknowledging their feelings, Apologising and Owning the responsibility , making amends, anticipating customer needs, offering alternatives
C. Acknowledging their feelings, Apologising and owning the responsibility, offering alternatives, making amends, anticipating customer needs
D. Acknowledging their feelings, offering alternatives, Apologising and owning the responsibility, making amends, anticipating customer needs
Answer: Option C
Solution(By Examveda Team)
Acknowledging their feelings, Apologising and owning the responsibility, offering alternatives, making amends, anticipating customer needs is the sequence of steps for the service recovery process.This Question Belongs to Management >> Marketing
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Comments ( 1 )
The four unique elements to services include:
A. Independence, intangibility, inventory, and inception
B. Independence, increase, inventory, and intangibility
C. Intangibility, inconsistency, inseparability, and inventory
D. Intangibility, independence, inseparability, and inventory
A. Learning
B. Role selection
C. Perception
D. Motivation
While buying milk which kind of behavior is displayed by a person?
A. Extensive problem solving behavior
B. Routinized buying behavior
C. Variety seeking behavior
D. None of the above
anticipating customer needs should come at first so, the right answer should be A