Incident Playbooks and Service Recovery
Prepare simple playbooks for common failures: delayed responses, integration outages, or misrouted tasks. Define immediate containment, transparent customer messaging, and remediation steps. Prewrite apology templates with proportional compensation guidelines. Automate status pages and updates when incidents trigger. After resolution, run a short retrospective, updating SOPs and alerts. Turn mistakes into trust-building moments by communicating clearly and quickly. Encourage readers to share their best recovery messages and compensation policies, building a shared library of customer-first practices.