Sunday, January 6, 2013

How to Apologize to a Customer

Tip #1:  Do it quickly.
Tip #2:  Call or meet IN PERSON.
Tip #3:  Research whatever you can before contacting the customer.
Tip #4:  Listen carefully, and demonstrate you are listening (paraphrase, lean forward, nod, express concern)
Tip #5:  Say "I apologize" instead of "I'm sorry."
Tip #6:  Keep cool.

Source:
Amster, Robin. "The Magical Apology." Success Feb. 2013: 14. Print.

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