The term that best describes the extent to which service provider makes amends for a service failure is atonement. Atonement refers to the actions taken to make up for a mistake or wrongdoing, including compensating or correcting the issue to restore trust and satisfaction.
- Empathy involves understanding and sharing the feelings of the customer.
- Fair fix typically refers to a just resolution of a problem.
- Apology is an expression of regret or remorse for a failure.
While all of these terms relate to customer service recovery, atonement specifically focuses on making amends.