Develop a specific service recovery process and options for customer recovery for each of the following
situation. Also include a process for measuring customer satisfaction. Keeping in mind the basic steps to follow
when processing customer complaints: listen, empathize, solicit feedback, and apologize.
1. For servers at a restaurant: a customer doesn’t like is food.
2. For a cell phone service call center: A customer is disappointed by the number of dropped calls she has
been experiencing.
3. For an office manager: You didn’t order enough supplies, and your co-workers are upset they don’t have the
materials they need to finish their job.
4. For a. Day care owner: One of your employees told a child to “shut up” and the parent found out it and is
very upset.
5. For a contractor: You have been very busy and unable to complete a customer’s two- bathroom remodel on
time. The customer is angry because bathroom are not complete.