The popular focus today is on dazzling, wowing or delighting customers by exceeding their service expectations. A key to staying up to the minute on the customer's ever changing expectations is through dramatic listening-listening and letting the customer experience that their input was valued and made a difference.
Customers enjoy graceful dealings with an organization.
They detest having to go through lots of hoops to get their service needs met. Service recovery includes all the ways an organization uses to deal with betrayal-customers who experience disappointment in service.