From the course: Working with Upset Customers

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Apologizing effectively

Apologizing effectively

From the course: Working with Upset Customers

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Apologizing effectively

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Early in my career, I discovered the power of a heartfelt apology. My company was getting a lot of calls from angry customers. I noticed that many of them would instantly cool down when I apologized effectively. Sometimes an angry customer would start to empathize with me. They'd go from being irate to saying, "That's okay, I appreciate you trying to fix it." This video explores how to apologize effectively. I'm also going to share a surprising situation where saying thank you is more powerful than saying I'm sorry. When you apologize to a customer, you're not necessarily apologizing for your mistake, unless you made one. After all, the defective product, late delivery or frustrating billing issue wasn't your fault. From your customer's perspective, you are a representative of your company, so you're offering an apology on behalf of your company. The ultimate goal is to earn your customers forgiveness for a service failure. Upset customers can create a lot of problems if they don't…

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