{"id":25350,"date":"2020-01-17T11:29:01","date_gmt":"2020-01-17T11:29:01","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=25350"},"modified":"2026-04-02T11:22:37","modified_gmt":"2026-04-02T11:22:37","slug":"customer-service-recovery-tips","status":"publish","type":"post","link":"https:\/\/www.proprofssurvey.com\/blog\/customer-service-recovery-tips\/","title":{"rendered":"Customer Recovery Process That Wins Back Trust"},"content":{"rendered":"

\"Learn<\/span><\/p>\n

Every single company in the world wishes to offer delightful customer service.\u00a0<\/span><\/p>\n

But, a lot of companies don\u2019t have a plan in place when things go wrong during the customer service process. Let\u2019s take an example.<\/span><\/p>\n

In 2017 a shocking incident came to light when it was reported that a 69-year-old Kentucky doctor, David Dao, was forcibly deboarded from a flight.\u00a0<\/span><\/p>\n

Not only did they report this news of United Airlines, but they also reported that the passenger faced <\/span>severe injuries<\/span><\/a>.\u00a0<\/span><\/p>\n

Why was he forcefully made to deboard a flight, you ask?<\/span><\/p>\n

Well, the answer is, he did not give up his seat to a <\/span>United employee.<\/span><\/p>\n

Yes, this is wrong, and that\u2019s how people reacted when they read the news.<\/span><\/p>\n

The anger among customers grew when Diane Mager, the CEO of the Customer Experience Professionals Association, talked about the incident but didn\u2019t pinpoint the problems that needed to be discussed.<\/span><\/p>\n

The behavior of the staff was all-together ignored, and they did not take any responsibility for what had happened.\u00a0<\/span><\/p>\n

This is one of the biggest examples to date that emphasizes on the importance of customer service recovery.\u00a0<\/span><\/p>\n

If Mager had taken ownership and action against the United employees who were responsible for this act on the first go, it would have fared better with David Dao and their existing customers.\u00a0<\/span><\/p>\n

So, before we dig into the steps to customer service recovery, let\u2019s cover the basics.\u00a0<\/span><\/p>\n

<\/span>What is Customer Service Recovery?<\/strong><\/span><\/h2>\n

According to the\u00a0<\/span>Business Dictionary<\/span>, customer service recovery is:<\/span><\/p>\n

“A list of policies or strategies that a company uses to attract existing customers who have either faced a bad customer experience or have stopped doing business with the company.”<\/em><\/p>\n

Simply put:<\/span><\/p>\n

“Customer service recovery is the process of reconnecting with existing and previous customers who had a bad experience doing business with the company. The entire process focuses on regaining the relationship and strengthening it to convert them into loyal customers.”<\/em><\/p>\n

So, we get it. It’s a plan to salvage bad customer support. But is there a need for such a process?\u00a0<\/span><\/p>\n

<\/span>What\u2019s the Need for Customer Service Recovery?<\/b><\/span><\/h2>\n

Not every customer-agent interaction is positive.<\/span><\/p>\n

There are so many things that can go wrong, such as:<\/span><\/p>\n