Alok Sanghai

The service recovery Paradox does not mean that the focus must SHIFT from error free production to after sales service. The focus in after sales service must be in addition to error free production. Good service recovery demonstrates that the organisation cares for the customer and is flexible and considerate of customer needs. e.g. if I order an item from Amazon and receive it in damaged condition, and on reporting the damage Amazon quickly replaces it, without any time lag, I will be happy. However, this will be OK only if it happens once in a while. If it happens often, my trust on the product and capability of the organisation itself will wane off and so would be my ordering the items. First time right still remains important and crucial factor.