The statement 'Service Recovery ends when we find and implement a solution' is true or false?

• A. True
• B. False
• C. It depends
• D. Not sure

Answer: (B)

Service recovery is about restoring customer confidence after a service failure, and it ends when the issue is truly resolved to the customer’s satisfaction and the case is formally closed. Finding and implementing a solution is a crucial step, but not the end point. You must verify that the fix actually resolves the problem, ensure the customer is satisfied (which may involve follow-up, compensation, or additional adjustments), and put preventive actions in place to avoid recurrence. If the customer isn’t satisfied or the root cause isn’t addressed, the recovery continues.