Recover Trust with the Three Justices

A credit can be correct and still fail. Customers judge recovery by more than money. Outcome fairness Match the remedy to the actual loss. If the customer's job was time-critical, a generic discount may not address the damage. Process fairness Make the recovery easy to follow. Customers should not have to chase five people to learn what happens next. Interaction fairness Own the impact in human language. Respect lowers threat, and clear ownership tells the customer the failure has been seen by someone accountable.

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