Recovery Must Happen Immediately This is one of the more crucial elements of a Recovery strategy that enhances the company's reputation. The frontline individual dealing with an unhappy customer must be able to fix it immediately. If they have to get permission or boot up to management the moment will be lost.

Topics:

• Parameters are set that allow frontline / customer facing personnel maximum flexibility to fix the problem on the spot
• A clear policy exists outlining the the limited situations the customer-contact personnel push the issue to management