Service Breakdown and Recovery Solutions Quiz

What is the main reason for an angry customer to be difficult?

• They are demanding and feel entitled

• They are indecisive and cannot make a decision

• They feel betrayed by the company

• They are talkative and spend excessive time discussing irrelevant matters

Which gap in the Service Quality Model arises when an organisation's knowledge of customer expectations is lacking?

• Knowledge Gap

• Delivery Gap

• Policy Gap

• Communication Gap

What is an example of a common cause of service breakdown related to a faulty product?

• A government employee reviewed an employment application

• A service provider sells a product without testing if it is working properly

• A customer walks into a shop and is informed about the closing time

• A customer is furious when his address is made available to a mail order company

What is the first step in resolving a service breakdown according to the techniques mentioned?

• Listen for facts

• Apologise

• Show empathy

• Offer options & alternatives

What is the purpose of listening for facts in the service recovery process?

• To offer options & alternatives

• To show empathy

• To perform service recovery

• To find the real problem and allow customers to vent their frustration

What is the structured communication skill that involves demonstrating acceptance of customers' feelings?

• Apologising

• Showing empathy

• Offering options & alternatives

• Listening for facts

What should be done after offering several options and asking for the customer's preferences?

• Listen for facts

• Follow through

• Perform service recovery

• Apologise

What is the final step in the service recovery process?

• Listen for facts

• Apologise

• Offer options & alternatives

• Follow through

What type of customer feels that the business did not provide a product or service as expected?

• Indecisive Customer

• Dissatisfied Customer

• Demanding Customer

• Angry Customer

Which gap in the Service Quality Model occurs when the organisation offers a service that is different from what the consumer had expected?

• Knowledge Gap

• Delivery Gap

• Communication Gap

• Policy Gap