Due to a series of billing errors, Sarah was extremely upset when she called Blasted Insurance and

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Question:

Due to a series of billing errors, Sarah was extremely upset when she called Blasted Insurance and demanded to have her insurance cancelled. Noel, the quick-thinking and courteous service clerk who took the call, listened thoughtfully to Sarah's description of what happened and asked Sarah to give Blasted one more chance. Noel also invited Sarah to assist Blasted by participating in a focus group. Noel explained that Sarah would be paid for her time and expenses and assured her that her input was extremely valuable. Sarah was pleased with this change of events and agreed to participate. This attempt to keep Sarah as a customer is

A Service recovery.

B Product differentiation.

C Event marketing.

D Call center management