When providing service to customers, service recovery is a missing element. The effective service recovery process attracts customers and leaves a positive impact on them. The service recovery process takes customers from their negative feelings and perceptions to the positive side. An effective service recovery process is an important element of maintaining customer satisfaction and loyalty. (John Tschohl) Service recovery means that the service provider takes some effective actions or measures to avoid losses or dissatisfied customers, to change their negative feelings and negative perceptions about the services provided to them, and ultimately the service providers convert these dissatisfied customers in satisfy. In the process of service restoration, out of 100 customers who found missing services, almost 70 out of 100 tell others about their bad experiences and this will lead to the bad image of the organization. And sometimes out of these 100 customers who experience poor services, 75 customers tell their bad experiences to nearly nine family members and friends and through this process many people become dissatisfied with the services or may have a bad perception of the organization providing the service. It is believed that customers are always satisfied when positive situations occur during service restoration. So it is important for service providers to take reactive actions to avoid people's bad perceptions about the service and through this process they can easily maintain good relationships with customers which increase the profits of the organizations. (Kennedy et al,1993).The concept of customer perception is self-motivated, so if the customer's relationship with the or... medium of paper... it is necessary to formulate ice programs that address the differences between complaints and clients. Unfortunately, there is still a lack of understanding of the processes for evaluating different types of complaints by different types of consumers of service recovery efforts and their effect on outcomes such as customer satisfaction and loyalty. (Christo Boshoff, Ed Peelen, Marian Hoogendoorn, Yolanda van der Kraan). Service recovery is the actions an organization takes in response to service failure. It is a complete and correct plan to return an angry customer to a satisfactory state with the company after a service or good has not lived up to the opportunity. Service failure can occur before the incident, on site, during service delivery or after a complaint has been resolved, and can be related to a specific business deal or a general commercial contract.