Recovery means making good on a mistake. No matter how hard you try, you - or the company you work for - can make an error. Think of a mistake as an opportunity to regain your customer's loyalty. In fact, customers who have a problem that gets resolved are actually more loyal than those who never had a problem at all. The following are ways you can increase the probability that a customer will be forgiving.
When you apologize, you are recognizing that a customer is dissatisfied.