Service recovery is the process of educating and enabling front-line staff to address issues quickly.
Service recovery is the process by which a company fixes issues with dissatisfied customers and turns them into advocates. This is the course of action a service provider takes when a service fails. By incorporating customer satisfaction into the definition, service recovery is now understood to be a well-thought-out, deliberate process for bringing angry or dissatisfied customers back to a state of satisfaction with a company or service.
In contrast to complaint management, service recovery focuses on quick response to service failures. Customer complaints are the foundation of complaint management, which may also be brought on by service failures.
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