Ok, fair enough avcritic, thanks for coming back to clarify.
I understand your perspective better now and we seem to be pretty much on the same wavelength.
The reality is that things can, and do, go wrong even in the best-run service industries, and complaints - to one degree or another - are thus inevitable. It is the manner in which those complaints are subsequently handled that distinguishes the truly customer-focused organisations from those that just go through the motions.
I know it can seem like a bit of tired jargon but the old business 'mantra' about treating any problem as an opportunity still holds good I feel.
As implied by your question to pomkiwi, the benefits to be gained by efficient service recovery should be maximised wherever possible.