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Exam 7: Service Recovery

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Question 21

True/False

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When in doubt as to how to treat a customer who has not been provided a service as promised,the service provider should always try to overcompensate that customer.

A) True
B) False

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Question 22

Multiple Choice

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The empowerment of employees makes which of the following service recovery strategies easier to implement?

A) Make the service fail safe
B) Learn from lost customers
C) Treat customers fairly
D) Encourage and track complaints
E) Respond quickly

F) A) and C)
G) C) and E)

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Question 23

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When Tom had the satellite dish placed on the roof of his house,the installer dislodged and made no attempt to replace a half dozen roofing shingles.Tom has complained several times to his friends about the lousy service,but he would never complain to the Better Business Bureau,nor is he likely to recommend the installer to friends.What kind of complainer is Tom?

When its sales were declining,Canadian Airline conducted a marketing survey to understand the expectations of the business traveler,its target market.It learned business travelers resent that they are bosses in their own offices but are totally controlled by the whims of the airlines when they travel.If Canadian Airline had only surveyed former customers who were still in their database,it would have used which service recovery strategy?

Which service dimension is most important if the service provider has made the service failsafe as its primary service recovery strategy?

Which of the following is NOT an example of a commonly used service recovery strategy?

When Shelly hired the housecleaning service,she asked them to use her hypoallergenic cleaning supplies.Instead the workers used their own supplies and Shelly had to lose a day from work because of her allergic reaction to the smell of the cleaners.When Shelly looked at the service guarantee that the workers had left,she found that she could get a reimbursement for all of her out-of-pocket expenses if she had a notarized letter from her doctor describing her condition and her reaction,an affidavit from the workers that they had used the wrong cleaners and another notarized statement that she would not have become ill if the workers had used the right cleaners.This service guarantee is ineffective because it is NOT:

When the dentist's office bills the patient who had an appointment but did not show up for it and did not cancel the appointment,it is an example of _____ because the patient was made aware of the policy before making the appointment.

When is a service guarantee inappropriate?

Guarantees that are written by the legal department are generally more meaningful to customers than any other type.

________ refers to the fact that a complaining customer expects to be treated fairly,with care and honesty.

An example of outcome inequity occurred when Logan was rudely told he could not golf at a particular course because his clubs were not sanctioned by the U.S.Golf Association.

When its sales were declining,Canadian Airline conducted a marketing survey to understand the expectations of the business traveler,its target market.It learned business travelers resent that they are bosses in their own offices but are totally controlled by the airlines when they travel.Canadian Airline instituted gate-side business centers,shower facilities and massage chairs as well as continuous "power to the seat" for those who want to work on their laptops.By listening to its business travelers and providing the services they want,Canadian Airline's sales started increasing.What service recovery strategy did Canadian Airline use?

Which type of complainer has sometimes been called the service provider's best friend?

A consumer who is more likely to engage in negative word-of-mouth than any other type of consumer is called a(n) :

Which of the following is NOT a benefit provided by a service guarantee?

What is service recovery?

A friend of yours is setting up a math tutoring service.She has asked you,"Do all services need to offer customer guarantees"? Explain your answer.Then explain why or why not she should or should not offer a customer service guarantee.

Adam was working late in his hotel room when the light bulb in the lamp at his desk burned out.He called the front desk and asked for a replacement bulb.The desk manager told Adam that a new one would be provided tomorrow morning and that he did not have the key to the stockroom.Adam tried to explain how much he needed the light to finish his sales report,but the manager was polite but adamant that he could not help.This example illustrates lack of:

Comment on the following statement: "The recovery paradox is a superior strategy to the 'Do it right the first time' strategy".