CSS - Customer Service Situations Practice Test
Free CSS (Customer Service Situations) Service Recovery Strategies Questions and Answers
Which of the following describes the 'Service Recovery Paradox'?
Select your answer
A
A situation where a customer thinks more highly of a company after a service failure was resolved exceptionally well than if no failure had occurred at all.
B
The principle that it is always more expensive to recover a dissatisfied customer than it is to acquire a new one.
C
A phenomenon where customers who experience minor, frequent service failures are more loyal than those who experience one major failure.
D
The idea that most customers who complain about a service failure will ultimately churn, regardless of the recovery effort.
Hint
