Three Reasons Why Apologizing to Your Customers Fails

Thanks to guest blogger, Elaine Fogel. We’ve heard it before and we’ll hear it again. “I’m sorry, I apologize.” Most customer service training programs emphasize using these empathetic statements when appropriate. Always apologize to customers when they complain. Oh, and sound like you actually mean it. In fact, practice making empathetic facial expressions in the mirror as you say it. Baloney! Saying sorry doesn’t cut it anymore. It’s just not enough. It’s a hollow rote response … [Read more...]