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What is the sequence of steps for the service recovery process? | |
A. | Anticipating customer needs, acknowledging their feelings, Apologising and Owning the responsibility, Offering alternatives, making amends [Wrong Answer] |
B. | Acknowledging their feelings, Apologising and Owning the responsibility , making amends, anticipating customer needs, offering alternatives [Wrong Answer] |
C. | Acknowledging their feelings, Apologising and owning the responsibility, offering alternatives, making amends, anticipating customer needs [Correct Answer] |
D. | Acknowledging their feelings, offering alternatives, Apologising and owning the responsibility, making amends, anticipating customer needs [Wrong Answer] |