Developing the service industry remains the focus of China's economic work for a long time to come. At present, the nation is also taking a series of measures to vigorously promote the reform and development of the service industry. At the micro level, although the service enterprise regards "customer is God" for the purpose of the enterprise, the service failure is inevitable in the actual service operation. After the service failure, effective service remedy is the inevitable way for the enterprise to win back customers, and then recover and ...