Apologizing to a customer can be more difficult than apologizing to friends and family. When it’s a customer that you (or your company) has wronged, there isn’t usually a deep personal connection and a sincere apology can seem forced or just part of standard operating procedure. Customers sense insincerity from a mile away, so apologizing to a customer in a straightforward manner is always the best choice.
For this week’s Favorite Phrase Friday (#FPF), we chose a quote that rings true both in personal relationships and in customer service:
“Never ruin an apology with an excuse.”
Just let those words sink in for a moment. Never ruin an apology with an excuse.
In order to start effectively apologizing to customers, you must show that you understand the issue at hand, that you’re truly sorry, and that you’re not making excuses for what went wrong. You’re taking responsibility for the wrong and taking steps to make things right.
Considering that excuses are not part of the anatomy of an apology, what is?
A good apology isn’t simply saying, “I’m sorry.” When it comes to customer service, apologizing to a customer must include a few key elements.
First, a good apology is sincere. It’s not given in an annoyed or rushed manner. Sincerity counts and your customers will be able to smell a fake apology from a mile away.
Second, a good apology contains some evidence of your understanding of the issue at hand. This is why saying “I’m sorry” isn’t enough. Paraphrase some of what your customer is complaining about into your apology to show that you understand what is happening on their end.
For example: “I understand that it’s frustrating to be unable to log in to your customer account, and I know you’re very busy. I want to apologize for this problem and assure you that I’m working diligently now to find a solution fast.”
Finally, a good apology offers a possible solution to the problem, not an excuse for why it occurred in the first place. See the example above - “and assure you that I’m working diligently now to find a solution fast.” Imagine how differently that apology would come off if the solution was replaced with an excuse:
“I understand that it’s frustrating to be unable to log in to your customer account, and I know you’re very busy. I want to apologize for this problem, but honestly it isn’t our fault and I’m not sure why it’s happening.”
That’s our phrase for this week’s Favorite Phrase Friday - “Never ruin an apology with an excuse.” An excuse tells the customer that you’re trying to weasel your way out of taking responsibility for your or your company’s possible wrongs. How do you apologize to your customers?
Publish Date: February 10, 2017 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
|2.)||Computer Data Services, LLC|
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.
- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.
Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511
MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
|Companies Known for the Worst Customer Service||February 23, 2018 5:00 AM|
|Glossary of Virtual Receptionist Terms||February 21, 2018 5:00 AM|
|Leaving a Lasting Impression with Customers||November 29, 2017 5:00 AM|
|Why You Should Stop Answering Your Business Phone||November 13, 2017 5:00 AM|
|Customer Service Phone Call vs Email: What’s Preferred?||November 9, 2017 5:00 AM|
|3 Surprising Things Virtual Assistants Can Do||November 7, 2017 5:00 AM|
|Boosting Growth with a Virtual Receptionist||May 22, 2017 5:00 AM|
|How to Create Content That Answers Common Questions||April 26, 2017 5:00 AM|
|Customers Prefer a Callback to Being Put on Hold||April 24, 2017 5:00 AM|
|How to Diffuse Conflict with Angry Customers||April 19, 2017 5:00 AM|