When service slips, swift recovery can rebuild trust. Test how well you understand the pillars of effective service recovery.
Which action should frontline staff generally take first when remedying a customer issue?
Send a feedback survey
Listen and apologize sincerely
Escalate to a manager
Offer compensation
A 2025 CX trend report suggests that speed matters; many customers expect a basic response within:
3 hours
1 hour
24 hours
12 hours
Empowering frontline employees during recovery primarily reduces which costly metric?
Repeat contacts
Churn rate
Net promoter detractors
Average handling time
Offering a small goodwill credit works best when it is:
Conditional on future spend
Hidden in fine print
Automatic and hassle‑free
Delivered only after escalation
Which communication channel now resolves the highest share of urgent recovery cases, according to 2025 field data?
Voice call
Social media DM
Live chat
Proactive service recovery often begins with detecting a failure before the customer complains. What tech accelerates this practice in 2025?
Manual call listening
Paper comment cards
Quarterly surveys
Predictive AI monitoring
After solving an issue, 2025 guidelines recommend closing with:
Silence—let them be
A cross‑sell offer
A satisfaction confirmation
A request to delete negative reviews
Which metric best tracks the *effectiveness* of recovery efforts, not just their speed?
Average response time
Cost per ticket
First contact resolution
Ticket backlog
For high‑severity failures, most 2025 playbooks advise pairing a personal apology from senior leadership with:
A symbolic donation
A loyalty survey
Full refund plus gesture
A public press release
Training simulations for recovery scenarios now often use what tool to build empathy at scale?
Printed scripts
Shadowing senior agents
VR role‑play modules
Textbook case studies
Starter
Brush up on core concepts of the topic and try again.
Solid
Good grasp—polish the finer points for mastery.
Expert!
You know this inside out. Time to put it into practice.
