The document discusses customer expectations for service recovery when problems occur. It outlines that customers expect a response, accountability, quick help, fair treatment, and compensation for issues. The eight most common remedies customers seek are repair/fixing the problem, reimbursement, future credits, explanations, assurances, appreciation, apologies, and venting frustrations. Customers also expect fairness in the outcome, procedures, and interactions. Effective service recovery strategies include acting quickly, providing explanations, treating customers fairly, cultivating relationships, learning from experiences, and implementing guarantees to build confidence and continuously improve.