Many organizations fear Service Recovery, but when successfully executed it can be one of the most satisfying pieces of customer service, for the customer and the employee.
The picture is a bottle of wine I received from an actual service recovery incident.
Here are some of the blogs we've written on Service Recovery, and we will add more resources over time.
The Psychology of Service Recovery
Tired of Squeaking - Customer Complaints
To Forgive and Forget - The Art of Service Recovery
Flying the Unfriendly Skies - Flight #3411 - A Solution