Don’t believe that by offering great service you can avoid ever having to say sorry – it is an inevitable fact of human nature that at some point something will go wrong or a mistake will be made. Saying sorry is an essential for every businesses customer service toolkit.
I’ve put together my top tips (particularly for those big companies who in my experience get it so wrong) for saying sorry.
I’m a firm believer that you should say sorry when things go wrong but unfortunately saying sorry is not enough. Customers don’t want a sorry that sounds fake or scripted – we want a sorry that leaves us feeling important and showing you care.
To give a genuine apology you need to do 6 things;
- Commit to get back in to your customers good books
- Respond quickly and decisively
- Empathise with the customer
- Accept responsibility and admit when you have made a mistake
- Be honest about what went wrong
- Put things right (and do your best to avoid it happening again)
A good apology will boost customers’ commitment and loyalty.
But if you don’t say sorry properly your customers won’t come back.
I passionately believe that employee engagement is a sound commercial strategy for businesses of all sizes. Creating the right environment for your employees leads to better service, more loyal customers and a more productive and profitable workplace. Get in touch today and find out how we can help you engage your employees or sign up to one of our free breakfast workshops