Effective service recovery strategies aim to do which of the following?

• A. Increase store traffic by advertising
• B. Cut costs by reducing staff
• C. Sell more products via upselling
• D. Address the issue and offer appropriate solutions

Answer: (D)

When service recovery is done well, the focus is on fixing the problem and restoring the customer’s trust. The main idea is that the customer wants the issue resolved and assurances that it won’t happen again. So effective service recovery starts with understanding what went wrong, taking ownership, and providing a solution that fits the situation. This means listening carefully to the customer, acknowledging the inconvenience, and apologizing sincerely. Then you take prompt corrective action—whether that’s replacing a faulty item, redoing a service, issuing a refund, or offering another fair remedy—and clearly explain what will be done and by when. Following up to confirm the issue is resolved and documenting the experience to prevent recurrence are also important steps to strengthen the relationship.

Advertising to attract more customers is a marketing tactic, not a remedy for a specific service failure. Cutting staff reduces service capacity and can worsen the problem, not fix it. Upselling after a problem can feel insensitive and does not address the customer’s immediate needs. The goal of service recovery is to repair the situation and restore satisfaction, not to push additional sales.