Customers often feel greater loyalty after a conflict has been resolved than if they had never complained at all. True False

True! When customers voice a complaint and see that their concerns are addressed satisfactorily, it creates a stronger emotional bond with the brand. This phenomenon, known as the "service recovery paradox," shows that effective resolution can enhance trust and loyalty, turning a negative experience into a positive one. On the flip side, the way a conflict is handled can deeply influence future interactions. If businesses rush into resolutions without listening or understanding the customer's perspective, they may inadvertently foster resentment instead. Listening and understanding is key!