Which sequence correctly lists the steps in service recovery?

• A. Deny the issue and blame others.
• B. Apologize and offer a generic remedy without confirming.
• C. Acknowledge, apologize, take responsibility, and propose a quick fix.
• D. Acknowledge, apologize, take responsibility, correct the issue, compensate if appropriate, and follow up.

Answer: (D)

In service recovery, the sequence should build trust and actually fix the customer's issue while showing accountability. Start by acknowledging the problem and apologizing, which shows you’re listening and care about the experience. Then take responsibility, signaling you own the situation. Next, correct the issue quickly so the service is restored. After that, offer compensation if it’s appropriate, which helps repair the impact and reinforces fairness. Finally, follow up to confirm the customer is satisfied and to prevent the problem from recurring.

That full, ordered approach is why this option is the best. It covers understanding the customer’s damage, taking accountability, delivering a tangible fix, addressing value with compensation when needed, and ensuring closure through follow-up. The other choices miss essential parts: denying the issue undermines trust; offering a generic remedy without confirming the specifics can leave the real problem unresolved; proposing a quick fix without the added steps of fair compensation and follow-up may not fully reassure the customer or prevent a repeat incident.