How Organizations Recover From Bad Service Experiences


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question 1 of 3

Sarah and Jim went out to an expensive restaurant for their anniversary. Unfortunately, the dinners were overcooked and not worth eating. What does the restaurant need to do first to recover from this incident?

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1. What step should be taken to understand a bad service experience?

2. What is the best way to resolve a bad service experience?

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About This Quiz & Worksheet

You'll be able to utilize these tools to further your knowledge of concepts surrounding bad service experiences, such as steps in recovery, resolution, and understanding.

Quiz & Worksheet Goals

Our primary goal is to test you on:

  • Recovering from bad service experiences
  • Ways to better understand a bad service experience
  • How to properly deal with a bad service experience
  • The importance of a recovery plan

Skills Practiced

  • Making connections - use understanding of the concept of good customer service
  • Knowledge application - use your knowledge to answer questions about the initial as well as the final steps of bad service recovery
  • Interpreting information - verify that you can read information regarding the necessity for a good plan and interpret it correctly

Additional Learning

In regard to bad service recovery, see what else you can learn with our accompanying lesson. This lesson, How Organizations Recover From Bad Service Experiences, will further explain things like:

  • Why recovery is so important
  • What one should get out of these experiences
  • Important components for recovery
  • Appropriate steps for solving the problem