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Exam 7: Service Recovery

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Question 1

True/False

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People who do not complain often believe that complaining is a waste of time and effort.

A) True
B) False

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Question 2

Multiple Choice

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By noting that a number of customers had complained about late bus arrivals at one particular stop,the bus line rerouted the bus away from a heavy traffic area.By increasing its miles traveled slightly,the bus was able to improve its arrival time substantially at the stop where it had formerly been perpetually late.Which service recovery strategy did the bus line use?

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

F) A) and B)
G) B) and E)

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Question 3

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The type of complainer that is called a(n) _____ has an above average propensity to complain.They have a very optimistic sense of the potential positive consequences of all types of complaining.

The _______ suggests an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result.

What are poka-yokes?

When a customer of Twin Cities Rehabilitation Center complained that his therapist was one hour late for their appointment,the owner of the center gave the customer credit for one free hour of therapy.The action taken by the owner is an example of ___________.

The empowerment of employees is a useful tool in service recovery.

A trucking company that has a toll free number to call if the driver of the truck does not follow the rules of the road is using a service recovery tool.

A florist had promised to have the bridal flowers delivered to the wedding rehearsal dinner by 6 p.m.Because of vehicle problems,the flowers did not arrive until the meal was nearly over and the bride and her mother were very upset.To show how sorry he was for the poor service,the florist put extra flowers in the bridal bouquet and gave each mother and grandmother a free orchid corsage.The bride and her mother were extremely pleased with the extra flowers and have recommended the florist to a number of their friends.The florist is wondering if he shouldn't deliberately underdeliver other jobs,compensate the consumer with some upgrade and benefit from even more positive feedback.The florist is responding to the:

Banjo Bob repairs guitars,banjos,and other stringed instruments for a living.Banjo Bob promises his customers "100 percent satisfaction in every repair." Which service recovery is Banjo Bob using?

What kind of a guarantee is a dentist giving that guarantees patients will wait no more than 15 minutes past their appointment or they will be given $5?

Roger Pack is a breeder of Pomeranian dogs.He has used the same grooming salon for his dogs for the last 10 years.When a new groomer accidentally trimmed too much off of one of his show dog's hind quarters,he was upset.He decided not to make a big deal of the event because of his long-term dealings with the salon owner.Which service recovery strategy is being used in this example?

The carpenter came to install the new flooring in the Stephenson's kitchen two weeks ago.Once he had removed the old flooring,he announced he needed to go get a sander to smooth out the subflooring.He has not been back.A person who is an irate type when it comes to complaining would react to this by:

Which service recovery strategy is most closely connected to an employee empowerment strategy?

Will and Jason NaJami are going to open a swimming pool service this summer.They will put in pools,repair damaged ones and provide a pool-cleaning service.Why should they consider designing and implementing an effective service recovery strategy?

Studies of service guarantees indicate their existence has no impact on employee morale.

Which of the following is an example of a poka-yoke?

Customers who experience a service failure and do not complain are more likely to make a repurchase than those who do complain.

An effective service guarantee would never be described as:

A consumer is more likely to complain when the: