The company's saving grace

SERVICE recovery is an essential part of everyday dealings with customers - when something goes wrong, customers would expect you to take immediate action to rectify the situation. Action can come in many forms - an acknowledgement, an explanation, or compensation. The question is, are your staff equipped to manage service recovery in a consistent and well thought out manner?

In November 2017, international shopping platform ezbuy failed to deliver the orders of many customers in time due to lo…