Customer Care Complaint Resolution and Conflict Management 2

Question 1

What is the 'service recovery paradox'?

Accepted Answer

Customers who experience a well-handled service recovery may become more loyal than those who never had a problem

Answer

The service recovery paradox suggests that an excellent recovery from a service failure can result in higher satisfaction than if no problem had occurred at all.

Question 2

When issuing an apology to a customer, which element is most critical?

Accepted Answer

Taking responsibility without making excuses

Answer

A genuine apology that takes responsibility without deflecting demonstrates accountability and is the foundation of effective service recovery.

Question 3

What is 'root cause analysis' in the context of complaint management?

Accepted Answer

Investigating the underlying process or system failure that caused the complaint

Answer

Root cause analysis identifies the fundamental reason a problem occurred so that it can be corrected and prevented from recurring.

Question 4

A customer demands compensation that exceeds what your policy allows. What is the best course of action?

Accepted Answer

Explain what you can offer within policy and escalate to someone with higher authority if needed

Answer

Offering what is within your authority while escalating for higher-level decisions respects policy while showing the customer their concern is taken seriously.

Question 5

What technique involves agreeing with the part of a customer's complaint that is valid before addressing the parts that are not?

Accepted Answer

Partial agreement

Answer

Partial agreement reduces defensiveness by validating what is accurate in the customer's complaint before correcting any misunderstandings.

Customer Care Practice Test

Customer Care Practice Test

Customer Care Complaint Resolution and Conflict Management 2