Walk a repair delay into recovery
Use RATER to choose the next recovery action in a delayed jewelry repair case.
The delayed heirloom A promised Tuesday repair is still at the bench Friday, and the customer says the ring belonged to her grandmother. The store must recover reliability and assurance, not just apologize for timing. RATER recovery Reliability -> Assurance -> Responsiveness A repair delay usually damages more than one service dimension. Pick the recovery action that repairs the specific loss of trust. Shortcut Sorry, we are busy The customer sees ownership and evidence, not a vague apology. Recover the dimension of service quality that the customer actually lost. 01 Name gap 02 Show proof 03 Prevent repeat 04 Try
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