Service Failure and Recovery

Service failure occurs when a company or service provider fails to meet customer expectations, leading to dissatisfaction. This can happen for various reasons, such as delays, mistakes, or poor communication. Recovery is the process of addressing these failures to restore customer trust and satisfaction. Effective recovery involves acknowledging the issue, apologizing, and taking corrective actions, such as offering compensation or ensuring the problem won’t happen again. When done well, recovery can turn a negative experience into a positive one, showing customers that the company values their business and is committed to improving.