Be familiar with the guidelines for frontline employees on how to One of the surest signs of a bad or declining relationship is the absence of complaints from the customer. Nobody is ever that satisfied, especially not over an extended period of time.

THEODORE LEVITT To err is human; to recover, divine.

CHRISTOPHER HART, JAMES HESKETT, AND EARL SASSER

(PARAPHRASING 18TH CENTURY POET ALEXANDER POPE)

LEARNING OBJECTIVES (LOs)

By the end of this chapter, the reader should be able to:

Complaint Handling and Service Recovery C H A P T E R 1 3 371 handle complaining customers and recover from a service failure.