How to Recover Customer Trust After Unsatisfactory Service

Center for Services Leadership

May 24, 2016

When done badly, service recovery can further damage the consumer trust. What can you do to restore the trust after failing a customer twice? As research shows, an apology and assurance that the problem won’t occur in the future are more effective than a monetary compensation. To learn more about the study, read SAGE blog post How to Recover Customer Trust After Unsatisfactory Service featuring a Journal of Service Research paper Trust Recovery Following a Double Deviation.