Stage 3: Communicating and Classifying Service Failures
6 important questions on Stage 3: Communicating and Classifying Service Failures
How is organizational learning defined?
What are the 4 explanations for this failure?
- Employees showed little interest in hearing the customer to describe the details of the problem.
- Many employees and managers devoted their energies to avoiding responsibility for the problem, instead blaming the customer for the failure.
- Numerous complaints were never resolved.
- Firms appeared to have no systematic way to collect and distribute complaint information to the individuals responsible for the process that failed.
What are complaint forms?
- Higher grades + faster learning
- Never study anything twice
- 100% sure, 100% understanding
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What is the purpose of the complaint form?
Why should an employee report a complaint?
What are the 2 reasons why tracking who has complained is helpful?
- An effectieve service-recovery effort can generate high levels of satisfaction, however subsequent service failures can undo the goodwill generated by a successful recovery.
- A customer who complains frequently or is never satisfied with recovery efforts may be the "wrong customer". These customers may be seeking benefits not provided by the company, may require more resources to serve than profit generated, or may simply be criminals.
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding
