Courtesy
Anyone in the position of interacting with customers must be friendly, helpful, polite, courteous, and flexable. These attitudes are not just nice and professional, they are expected.
Apology
Making a apology to customers after having things go wrong is positively related to saticfaction with recovery. When a service employee apologise to a customer, she/he conveys politeness, courtesy, concern, effort and empathy and this goes a long way.
Justification
A vital, but often overlooked element of customer recovery is to provide an explanation for how or why the problem happend. Taking time to explain to the customer what might have caused the problem helps orgaizations to re-establish trust
Resolution
One of the gifts of a voiced complaint is that it offers the company to re-perform the service. When given a second chance company's must bend over backwards to fix the problem and restore customer confidence.
Immediateness
Not only is resolving the problem important but a speedy recovery responce will be enhance customer evaluations of your company
Compensation
Dont hesitate when it comes to compensating a customer after failure. Your reward will increase customer saticfaction, loyalty, and powerful persuasive word of mouth advertising
Surprise and delight
The bonus ia all about going beyond problem resolutions and inspiring a feeling of astonishment through unexpectedness
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