I'm Sorry Pt. 2
May 2nd 2007 02:14
I just found this article that completely goes along with my "I'm Sorry" post.
Here's an excerpt:
The solution is to memorize some key phrases, and practice saying them, so that when you need to say them, you can forget your testosterone and make a customer happy.
“I’m sorry, it’s my fault.”
“I’m sorry, I can’t accept your money. The meal’s on me.”
“That’s terrible, please tell me what happened so I can make sure it never happens again.”
It’s completely natural to have trouble saying “It’s my fault.” That’s human. But those three words are going to make your angry customers much happier. So you’re going to have to say them. And you’re going to have to sound like you mean it.
So start practicing.
Say “It’s my fault” a hundred times one morning in the shower, until it starts to sound like syllabic nonsense. Then you’ll be able to say it on demand.
One more point. You may think that admitting fault is a strict no-no that can get you sued. This is nonsense. The way to avoid getting sued is not to have people who are mad at you. The best way to do this is to admit fault and fix the damn problem.
The entire article can be found here: Seven steps to remarkable customer service
Here's an excerpt:
The solution is to memorize some key phrases, and practice saying them, so that when you need to say them, you can forget your testosterone and make a customer happy.
“I’m sorry, it’s my fault.”
“I’m sorry, I can’t accept your money. The meal’s on me.”
“That’s terrible, please tell me what happened so I can make sure it never happens again.”
It’s completely natural to have trouble saying “It’s my fault.” That’s human. But those three words are going to make your angry customers much happier. So you’re going to have to say them. And you’re going to have to sound like you mean it.
So start practicing.
Say “It’s my fault” a hundred times one morning in the shower, until it starts to sound like syllabic nonsense. Then you’ll be able to say it on demand.
One more point. You may think that admitting fault is a strict no-no that can get you sued. This is nonsense. The way to avoid getting sued is not to have people who are mad at you. The best way to do this is to admit fault and fix the damn problem.
The entire article can be found here: Seven steps to remarkable customer service
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