Recall practical moves from SERVQUAL / RATER service quality dimensions.
RATER What does RATER check in service quality? Technical fix or service recovery? Most aftersales cases need both, but the sequence depends on the primary gap. "You fixed it, so why am I still unhappy?" Your line You are right that the repair outcome is only part of this. The update gap created extra uncertainty, and I am going to address that separately. Do not argue that the repair should be enough. It validates the service gap without reopening the technical result. Best first diagnostic question after a poor rating Which part of the experience broke trust? This points you…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in