Certified Production & Operations Manager (POM) Practice Exam

Disable ads (and more) with a membership for a one time $2.99 payment

Get ready for the Certified Production and Operations Manager Test. Study with flashcards, hints, and multiple-choice questions. Enhance your knowledge and improve your skills for the POM certification!

Each practice test/flash card set has 50 randomly selected questions from a bank of over 500. You'll get a new set of questions each time!

Practice this question and more.

What does the term "service recovery" refer to?

Enhancing customer loyalty
Training and empowering workers
Addressing and solving a problem immediately
Increasing productivity

The correct answer is: Addressing and solving a problem immediately

Service recovery refers to the actions taken by a company to rectify a service failure and restore customer satisfaction. This process is critical for maintaining a strong relationship with customers, as effectively addressing and solving a problem in a timely manner can significantly impact customer perception of the brand. When a service failure occurs, customers may experience dissatisfaction, and swift, effective recovery can help mitigate negative impacts. Addressing and solving a problem immediately shows customers that the company values their experience and is committed to making things right. This immediate response can turn a negative experience into a positive one, often leading to enhanced customer loyalty as they appreciate the company's dedication to quality service. Other options may relate to broader aspects of customer relations or operational efficiency, but they do not directly capture the essence of service recovery in response to failures or complaints.