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Service Recovery Implementation Guide
The playbook for designing a service recovery process that turns unhappy customers into loyal ones — with templates, scripts and escalation paths.
- 30 pages
- 15 min read
What's inside
- The close-the-loop framework — who owns it, what gets logged, how follow-up happens within 48 hours
- Scripts and templates for the initial outreach, the diagnostic conversation and the follow-up commitment
- Escalation paths for the issues your front line cannot resolve on the first call
- KPIs that measure the recovery process itself, not just the underlying satisfaction score
“Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. The continuous stream of customer feedback combined with the reporting and analysis tools provided by CustomerGauge allow us to take action quickly and accurately to deliver what our customers want when they want it.”
Joanna Thomas
iSelect Limited
Who it's for
- CX leaders setting up a service recovery / close-the-loop process from scratch
- Customer service heads designing scripts and escalation paths for front-line teams
- Programme managers proving the ROI of recovery activity to the executive sponsor