Devoted to small businesses and those who run them

Customer service recovery, is when you put a potentially negative customer service situation right, solve a problem, or at least, make amends.

Forget About Whose Fault It Is & Laying The Blame
You are hoping to salvage the situation and your business reputation, and in the process, make the customer happy if possible. This often includes problems that were caused by factors out of your control.  

Expect The Unexpected
Something may be out of stock, delayed, arrive damaged, incorrect supply etc. In a service industry situation, services may have been incorrectly billed, for example.

Preserve The Customer Relationship
Despite the best intentions, sometimes things go wrong and it impacts on the customer. Anything that impacts on the customer, impacts on your business and on the customer relationship.

Create Loyal Customers
A well handled customer service recovery approach can turn a potentially unhappy customer into a loyal advocate for your business.