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Problem

Many firms have a recovery process in place for situations when their products or services fail to deliver what has been promised to the customer. Illustrate how such a process might work.

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Step 1/2

When some products or services, provided by any organization, fail to deliver that had been promised to the customer’s, organization use service recovery to respond to customer’s queries. Customer’s retention and loyalty are dependent on providing perfect service from the company’s. Hence service recovery process helps in maintaining the customer satisfaction and loyalty.

Step 2/2

Service recover is a process through which organizations solve their customer’s post sale problems. Organizations hire specialists for different service areas to resolve customer service problems effectively. These specialists communicate with the customers and get to know about their problems and ask if they want any specific solution of their problems. Then specialists make plan of action to solve the problem and execute the plan.

If the service demands a repair for a product or good then expert reaches to the place of customer and gets the product repaired and serviced.

When the customer gets satisfied with the service recovery and say that his/her problem is solved, then only specialist can close the complaint.