Service recovery in customer service is best described as:

• A. It refers to how a company resolves service issues and its impact on customer loyalty.
• B. It is the process of hiring new staff.
• C. It is a marketing strategy to acquire new customers.
• D. It measures product quality.

Answer: (A)

Service recovery is about how a business handles fixing a service failure and the impact that resolution has on a customer’s ongoing relationship with the brand. It involves recognizing the problem, apologizing, correcting the issue promptly, and often offering some form of remedy to restore trust. The goal is to turn a negative experience into a positive one and strengthen loyalty, not just complete a single transaction. It’s not about hiring new staff, marketing to attract new customers, or measuring product quality—those are separate areas.