ASSESSMENT ON SERVICE RECOVERY IN NIB BANK [IN CASE OF GURAGE ZONE GUBRIYE BRANCH]

Abstract

Service recovery refers to the actions taken by an organization in response to a service failure. Failure occur for all kinds of reasons-the service may be unavailable when promised, it may be delivered late or too slowly, the outcome may be incorrect or poorly executed, or employee maybe rude or uncaring. Left unfixed, they can result in customers leaving, telling other customers about their negative experiences, and even challenging the organizations or legal channels. Service Recovery is an umbrella term for systematic efforts by a firm to correct problem following a service failure and retain a customer’s goodwill. Service recovery efforts play a crucial role in achieving (or restoring) customer satisfaction. In every organization, things may occur that have a negative impact on its relationships with customers. The true test of firm’s commitment to satisfaction and service quality isn’t in the advertising promises but in the way it responds when things go wrong for the custom