What exactly is customer recovery?

Myra’s answer to What exactly is customer recovery?

Customer recovery is the act of responding to complaints and problems in such a way that completely regains customer goodwill after any service failure. Customer recovery includes what employees say and offer (coupons, refunds, etc.) and the speed of response. A well designed and executed recovery literally “recovers” customers from thinking about going to the competition.

Myra’s book, Beyond WOW has a complete blueprint for developing a customer recovery plan.

You might also enjoy Myra’s interview with Paul Vann where she discusses Customer Recovery at length.


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Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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