Kate recently learned to play golf. Last week, she decided to try a new golf course. She signed in to play and was given

the keys to an electric golf cart without any instructions on how to operate it$.$ After she drove the cart into a lake, she

swore never to play golf again. According to Kate, "There are just too many things you have to know before you can

become a real golfer." Two months later, the golf course manager called Kate and asked why she had not returned to play

another game. Which service recovery strategy is being used in this example?

Encourage and track complaints

Learn from lost customers

Treat customers proactively

Make the service fail safe

Use procedural fairness