customer complaint and service recovery management

Customer Complaint and Service Recovery Management

Think of an example of when you experienced poor service and create a 300-400 word response discussing the following questions:

  • Did you complain to the firm who delivered the service? What was the outcome of the complaint?
  • Why do some customers not complain when they experience poor or inadequate service?
  • We know from our reading that failures in the service delivery process are inevitable despite a firm’s best efforts. What is a service recovery management program and the key elements of this program? Are some more important than others? Why or why not?

Be sure to properly cite your sources using APA; include your references and in-text citations.


Read the following chapters:




From this text:



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