If you’re in business, you’re going to face a customer relationship issue that’s your fault. It happens. We’re human — and though we may strive for perfection, the best we can do is get close to that goal. When your business errs, the first people who are likely to hear it are your customer service reps. Customer service reps end up apologizing a lot in these situations. One oft-repeated saw in the customer service game is that customers don’t want apologies, they want empathy. I think that old saw is dumb. They really want solutions.
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4 Processes for Turning Customer Ire Into Loyalty
Posted by: Christopher J. Bucholtz January 24, 2014 11:42 AMIf you’re in business, you’re going to face a customer relationship issue that’s your fault. It happens. We’re human — and though we may strive for perfection, the best we can do is get close to that goal. When your business errs, the first people who are likely to hear it are your customer service reps. Customer service reps end up apologizing a lot in these situations. One oft-repeated saw in the customer service game is that customers don’t want apologies, they want empathy. I think that old saw is dumb. They really want solutions.