Final answer:
The statement is true; service recovery does require patience, empathy, and a willingness to help the customer in order to turn a negative situation into a positive outcome.
Step-by-step explanation:
True, service recovery does indeed require patience, empathy, and a willingness to help the customer find the best solution for them. These are crucial components of effectively managing situations where service has failed to meet customer expectations and are essential in turning negative experiences into positive outcomes. Patience is necessary to understand the problem fully without rushing to conclusions. Empathy allows customer service representatives to understand and relate to the customer's feelings and frustrations, which is foundational in rebuilding trust. A willingness to help is about finding and offering a solution that satisfies the customer's needs, which may involve creative problem-solving and going the extra mile.