Service recovery is the process of recovering unsatisfied customers and helping them invest in our company again. This process is important because we care about our customers and want to fix their issues, but we also want to make our systems better for future customers. We look to recover in order to maintain a relationship with our customer. The organization trains employees to be able to handle situations in which service recovery is necessary. The first step is to acknowledge feelings. Once they know that we understand their frustration, this allows for a conversation about how we can move forward. Next, our employees will apologize for their negative experience and take ownership of the happenings. This makes the customer feel like it was a system error and not necessarily on them. Even if this is not the case, this is crucial for them to be able to reinvest in the business. The next step is for the employee to offer alternatives. This could mean a free meal, an upgraded ticket, or a future ticket discount. We will encourage the customer to fill out our survey and help them understand that those answers go directly to management. Lastly, the employee will make amends on the personal level. This can simply be just another line about how we understand their frustrations and will look to make it better for the next time they interact with the organization.

Along with these steps, we teach empowerment and consistency in execution. It is important for employees to be assertive and decisive, while still using kind and gentle body language and being careful to not raise their voice. The way they talk to the customer will set the tone for the dialogue. For example, we want our staff members to be friendly and helpful towards our customers in attempt to resolve problems easily. This needs to be handled through a civil conversation so that the customer feels comfortable and wanted.