Even with the best of intentions services will one time or another fail. Service breakdowns can occur for a number of reasons. For the customer, however, the customer service provider represents the organization when the service breaks down. The provider must identify the cause and remedy the situation to the customer’s satisfaction. Human beings make mistakes; this is a fact. Mistakes are often glaring to customers, who can be very unforgiving at times. The best you can hope for when something goes wrong is that you can identify the cause of the service breakdown and remedy the problem quickly to your customer’s satisfaction. By accomplishing this, you may maintain customer loyalty. Numerous factors in the service process can lead to a failure to meet customer expectations, and they can all influence service recovery. Generally, these factors fall into three categories organizational, employee, or customer. Recommended reading: Discuss the process and the barriers of comm...