Why is service firm to have a strong recovery strategy

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Assignment:

1. Why is it important for a service firm to have a strong recovery strategy? Think of a time when you received less-than-desired service from a particular service organization. Was any effort made to recover? What did the firm do to "fix the customer"? What was done to "fix the problem"? What should/could have been done differently? Do you still buy service from the organization? Why or why not? Did you tell others about your experience?

2. Discuss the types of actions that customers can take in response to a service failure. What type of complainer are you? Why? As a manager, would you want to encourage your customers to be voicers? If so, how?

3. Explain the logic behind these two quotes: "a complaint is a gift" and "the customer who complains is your friend."

Reference no: EM133404048

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