The views expressed herein are solely those of the writer and do not necessarily reflect the views of One News SVG.
In Saint Vincent and the Grenadines, the phrase “good customer service” is often reduced to a polite greeting, a courteous phone call, or a friendly smile at the counter. While these gestures matter, they are only the surface of what true customer service entails. Too often, businesses here focus on service interactions while neglecting two critical dimensions: product support and, most importantly, service recovery. In retail and consumer goods, customer service is treated as the transaction itself the sale while after‑sale support such as warranties, returns, or replacements is inconsistent or absent.
Regional chains like Courts and Digicel have introduced structured product service policies, but smaller local businesses frequently lack clear return systems. The result is that customers feel abandoned when issues arise, eroding trust in the brand and pushing them toward foreign suppliers whosometimes guarantee replacements.
In tourism and hospitality, customer service is equated with the welcome the smile at reception, the handshake at arrivalbut when things go wrong, recovery is weak. A delayed ferry, a cancelled flight, or a poor hotel experience often ends with apologies but little compensation. Resorts in BarbadosJamaica and other Caribbean Islands have salvaged reputations by offering upgrades or complimentary services when guests face disruptions. In SVG, however it been reported and experienced by this author that recovery is often limited to verbal apologies, leaving visitors with lasting disappointment.
Service recovery is the ultimate make or break of any business. Globally, companies like Amazon have built loyalty through strong product recovery policies, while airlines and hotels have learned, sometimes painfully, that recovery in service industries must be empathetic and immediate. Locally, this is where we fall short at times. We focus on customer service gestures but neglect the systematic recovery processes that rebuild trust after failure. A refund may fix a faulty product, but a ruined vacation or a failed government service requires more than words it demands tangible recovery. This matters deeply for SVG. Our tourism economy depends on repeat visitors, and poor recovery damages our reputation regionally and internationally. In retail, without strong product service, consumers turn to foreign suppliers who sometimes guarantee replacements and refunds. In public services, citizens lose confidence in institutions when recovery mechanisms are absent. Strengthening service recovery requires three clear steps.
First, in retail, businesses must build transparent return and warranty systems, train staff to resolve product complaints quickly, and ensure consistency. Second, in tourism, recovery must be experiential, not transactional. Going beyond apologies to offer upgrades, complimentary services, or personalized gestures can turn disappointment into loyalty. Third, in public services, recovery protocols must be institutionalized. Clear complaint channels, timelines for resolution, and accountability mechanisms are essential to rebuild trust. In SVG, we must move beyond equating customer service with politeness. True customer service includes product support and, above all, service recovery. Without recovery, businesses risk losing not just a sale, but a customer for life. The lesson is clear: service recovery is not optional it is the ultimate test of whether a business, whether product‑based or service‑oriented, survives or fails.
Mr Val J. Matthias is a postgraduate student and Journalist with a background in Communication and Public Relations. He is also a Communication & PR Consultant and is currently pursuing studies in Tourism and Hospitality Management.
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