You should anticipate that the customer is disappointed. Otherwise why would the customer call or e-mail you? Say sorry – it is the best five letter word. If the customer complains, it is their gift to you and your chance to make the customer a long-term one. Ensure you say it early on, acknowledging that you’re sorry for the inconvenience, anxiety or upset caused. This expresses sympathy and understanding without accepting blame. It costs nothing and can defuse fifty percent of the problems.
I realize that you are upset. What can I do to put it right? Do not wait for the person to ask for your name. Give it freely, first saying I will deal with this personally.
I realize that you are upset. What can I do to put it right? Do not wait for the person to ask for your name. Give it freely, first saying I will deal with this personally.