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The goal of service recovery is to identify customers with issues and then to address those issues to the customers' satisfaction to promote customer retention.  However, service recovery doesn't just happen.  It is a systematic business process that must be designed properly and implemented in an organization.  Perhaps more importantly, the organizational culture must be supportive of idea that customers are important and their voice has value.  
Research has shown that customers who have had a service failure resolved quickly and properly are more loyal to a company than are customers who have never had a service failure -- significantly more loyal.  Service Recovery practices are a critical element in a Customer Loyalty Program.  
Think about your own experiences with service or product problems.  Did you get a quick acknowledgement of the problem, speedy resolution of the problem, and -- perhaps -- compensation for your troubles?  (Imagine if you got a truly sincere......

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Approximate Word Count: 1434
Approximate Pages: 6 (250 words per double-spaced page)

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