Service recovery describes what the owner of the rehabilitation center did when he gave a customer who was complaining that his therapist was an hour late for their appointment a credit for one free hour of therapy.
Service recovery is the resolution of problems from dissatisfied customers by an organization, with the goal of converting those customers into loyal customers. It is the action taken by a service provider in response to a service failure.
Service recovery is the act of reaching out to customers who have had a bad service experience in order to make things right. Birchbox's Service Recovery Program is an excellent example of service recovery.
The ability of a company to solve a dissatisfied customer's problem through good customer service is referred to as service recovery. Service recovery does not happen by itself in business; you must design systems that enable your service reps to provide the best possible resolution for your customers.
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