ABSTRACT
Many customer service professionals would be astonished with this chapter. Their view would be, How can we have a service organization and not talk about the service recovery process? So much has been written on the service recovery process and how it can help to get back customers. Complaint handling and service recovery go hand in hand and are looked at as an enabler for customer retention. Research has shown that customers whose concerns are resolved quickly are more likely to be loyal to the company. Efficient service recovery helps to elevate the organization’s capacity to maintain an effective customer relationship. Service recovery also provides an opportunity to the organization to further its business by cross-selling or up-selling its products and services.
