In my opinion, we cannot avoid the first two : Service Guarantee,Service Failure. Simply both involve manual intervention. We cannot control all the people across different geographical locations to ensure first two points. But we can try our best to have very minimal issues in this two regards by training our staffs efficiently. But Service Recovery is purely easily can be controlled since it involve specific personalities (like CEO, Loan Head, concerned officer in this case). After a customer writing to CEO, this issue in my opinion has to be solved within next 3 working days with an highly sophisticated environment in which now-a-days bank employess are serving.
