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1

Service recovery occurs when a provider is able to make restitution, solve a problem, or regain customer trust after service breakdown.
A)True
B)False
2

Service breakdowns are rare in most organizations.
A)True
B)False
3

Thirteen percent of customers who have service problems tell three to five other people.
A)True
B)False
4

Organizational factors related to policies or procedures are rarely the basis for service breakdowns.
A)True
B)False
5

Agood strategy for organizational success is to focus on the "average" customer.
A)True
B)False
6

Competency in communicating can eliminate the need for service recovery.
A)True
B)False
7

To effectively serve your customers, you need a strong knowledge of products, services, organizational structure, and organizational goals.
A)True
B)False
8

Service breakdowns always occur as a result of service provider error.
A)True
B)False
9

In the follow-through phase of recovery, negotiations take place when the organization and customer make a commitment to take specific actions.
A)True
B)False
10

One key strategy for preventing dissatisfaction is to learn to think like a customer.
A)True
B)False
11

The primary purpose of any good service recovery program should be to return the organization-customer relationship to a normal status.
A)True
B)False





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