Question: When the wedding gift did not arrive when promised, Pamela was very upset. She called the company to complain. The customer service representative apologized, saying

When the wedding gift did not arrive when promised, Pamela was very upset. She called the company to complain. The customer service representative apologized, saying the local post office was short

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staffed, and offered to have it sent overnight at no charge. The customer service person's action is an example of

Multiple Choice

product resolution.

product placement.

service recovery.

service breakdown.

When the wedding gift did not arrive when promised, Pamela was

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