Discussion on Enterprises Implementing the Service Recovery Strategy

Along with the economic development, the role of the service industry in China\´s economic development has become increasingly prominent. Although the management\´s level of China\´s service enterprises has been greatly improved, the enterprises in the course of management will still encounter various problems. In this paper we based on analyzing the service failure of the objective necessity and the specific reasons, put forward some strategies of implementing the service recovery such as building up the service concept of "winning the client\´s satisfaction", making the first service right, setting up the service recovery early warning system, making sure the service recovery\´s procedure, treating customer complaints fair, authorizing front-line workers and summing up the service recovery experiences.