Describe the changes that many service organizations are making to enhance the process of service recovery. Give an example of such a change that could enhance service recovery for dissatisfied students at your college or university

When mistakes are made and customers have become dissatisfied with the service they've received, service businesses must switch from the process of service delivery to the process of service recovery, that is, restoring customer satisfaction to strongly dissatisfied customers. Sometimes, service recovery requires service employees to not only fix whatever mistake was made but also perform heroic service acts that delight highly dissatisfied customers by far surpassing their expectations of fair treatment. Unfortunately, when mistakes occur, service employees typically don't have the authority to resolve customer complaints. Now, however, many companies are empowering their service employees. With respect to service recovery, empowering workers means giving service employees the authority and responsibility to make decisions that immediately solve customer problems. The purpose of empowering service employees is zero customer defections, that is, to turn dissatisfied customers back into satisfied customers who continue to do business with the company.

Most colleges and universities are highly bureaucratic institutions characterized by multiple levels of red tape, resulting in many student complaints. Thus, students should have little difficulty identifying examples of things that could be done differently to enhance service recovery. Better answers will take into account both the students' needs and desires and the university's need for overall quality control. They will, furthermore, provide realistic recommendations that would prove workable in a real-world situation. Such answers should clearly explain how a specific service worker is being empowered to make a specific level of decision in order to (reasonably and realistically) surpass the expectations of a dissatisfied student.