Customer Service Breakdowns

Customer Service Breakdowns

Week 5: Behavior, Service Breakdowns and Recovery

Watch the following supplemental video “Recovering From Service Failure.”

After reading “Are We Satisfied with Incompetent Services?”, in the lessons area.

Answer the following questions:

1. What is your opinion of the article and how does it relate to this week’s lesson content? Explain your answer.
2. Give an example of a service breakdown you experienced. Describe the incident. Explain the recovery method of the company. Are you still a customer of the company? Why or why not?

Instructions: Your initial post should be at least 250 words. Please respond to at least 3 other students. Responses should be a minimum of 100 words and include direct questions.

Answer preview……………………….

Customer Service Breakdowns

Several reasons can be put forward to explain the rise of customer service breakdowns in the current or today’s business environment. One of the main reasons is due to increased specification needs by customers. Customers are today more sensitive than ever, and this means that a small mishap in the delivery of services is bound to create a service breakdown. The second is due to the increased number of services and products that are provided by companies. A wide variety of products and services means that company employees can easily confuse the………..

APA 161 words

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