If you’re following the previous post, you would have noticed Justin Fong giving his view on what happened. At this writing, the sms voucher from the restaurant has still to make its appearance.
Justin mentioned two words that are the ultimate in service recovery. That’s right, “sincerity” and “execution”. Actually, it boils down to one word, for there can be no sincerity without execution.
What do you think? Do you have examples of great service recovery?