From the course: Serving Customers Using Social Media (2019)
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How to apologize sincerely
From the course: Serving Customers Using Social Media (2019)
How to apologize sincerely
- What are the eight words customers really hate? "We regret any inconvenience this may have caused." That tired, passive-aggressive saying sidesteps responsibility, and it sounds completely insincere. Bad apologies become even worse in social media because everyone's watching. When you fail to apologize sincerely, it's easy for angry or disappointed customers to share your words, and when that happens, you end up with two customer service problems on your hands, the problem you semi-apologized for and your failed apology. Let me show you how to take this tired apology from empty to effective. First, replace the word any with the word the. This change instantly makes you sound less skeptical. When you write any, you sound like you doubt what the customer said. When you write the, you're accepting the customer's complaint or displeasure. Second, remove the words may have. It's simply bad customer service to imply…
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