What is the definition of "service recovery"?

Service recovery refers to the actions taken by a company to rectify a service failure and restore customer satisfaction. It encompasses various strategies aimed at addressing a customer's complaint or issue after a service has not met their expectations. The emphasis in this definition is on resolving the problem effectively to ensure that the customer feels valued and acknowledged.

This process can include not only compensation or refunds but also actively listening to the customer's concerns, acknowledging the issue, and taking clear steps to resolve it. By focusing on the customer's experience and actively working to restore their trust and satisfaction, companies can often turn a negative situation into a positive one, fostering customer loyalty in the long run.