In the world of customer service, we often encounter an intriguing concept known as the service recovery paradox. When customers come to you with a problem, they're often upset and on edge.

Service recovery is an organization's effort to turn unhappy patients into loyal ones by providing the best customer service. It is the process of converting a negative experience into a positive one.

Service is so emphasized in the recovery community, Hampton said, because it creates a "sense of belonging," builds community and helps others "see us as valuable members of their communities." ...