10.2.2 Recoveries
Following are some examples of recoveries - where service providers have recovered from a problem situation to meet customers' expectations:
A friend was shipping some goods to Malaysia with Downard Pickfords. She was promised delivery within six weeks. When she had not received it after two months, she phoned ... to follow up on the shipment. It was discovered that the goods were still sitting in Australia . Apparently, she had received a quote based on a full container load, and they were still waiting until some other shipment could make up a full container. They readily agreed they should have notified her of the delay and sent the goods by air at their expense.
A postman in Tamworth , NSW, was unable to deliver the mail on Christmas Eve because of a flat tyre on his truck. Not to be deterred, he went home later that evening and drove his own vehicle to get the mail through.
DeVrye, 1994, p.60
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