Select service-recovery moves that restore reliability, assurance, empathy, and responsiveness after a repair delay.
Late repair A parent arrives for a flute repair promised Wednesday. The chair test is Friday. The repair delay damaged reliability; the next words either restore control or deepen distrust. RATER recovery Repair the dimension that broke A delay is not solved by explaining workload. Restore the customer's plan through reliability, empathy, assurance, and responsiveness. Excuse Talk about the bench first. The customer can make a safe plan before leaving the store. Recovery is visible control: a clear owner, time, option, and confirmation. 01 Own it 02 Options 03 Fresh case Reliability The parent says, 'You told me Wednesday.'
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