Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Have we lost the art of saying sorry? - Raj Wadhwani - Blog

Have we lost the art of saying sorry?

This week I experienced problems with service from a variety of suppliers and in many cases the people servicing me lacked common courtesy. I’ll share one example now - more to follow!

I had booked a 6:10am flight from my home town (Thunder Bay) to Toronto Tuesday and got to the airport on time. I went through the security and arrived at the gate 15 minutes before boarding time. I then sat down and waited for a boarding announcement. Then I got a message on my cell phone from Tripit (very useful travel program folks - worth getting!) to say my 6:10am flight had been cancelled and that I was rebooked on the 7:25am flight which was a slower plane so would be almost 1.5 hours behind schedule when I arrived. I looked up at the message board and there was nothing about the cancellation so I went to see the airline agent who, when I asked about the flight being cancelled responded "yes we are just getting to that, would you like me to rebook you on the next one?" 'Yes" I replied and she went down a list of names and put a line through mine. I told her this was going to cause me issues and all she said is "keep your boarding pass and phone the airline if you want"

She did not apologize for any inconvenience. She was not empathetic, just nonchalant about the whole situation. It took another 20 minutes (approx.) before they made an announcement about the flight being cancelled to other passengers.

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



Yes the cancellation was annoying but so was the lack of common courtesy - what’s up with that? Not even an "I am sorry". You had any experiences you can share? We'd love to hear them!

Publish Date: May 10, 2012 3:59 PM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =