I'm Sorry
May 1st 2007 23:50
My first job was at Staples, an office supply store. This is where I got my first taste of customer service and how important quality service actually is. I can remember one time I told a customer I was sorry for something, probably not having a product in stock or something along those lines. He replied "Don't say sorry! Saying sorry is a sign of weakness."
That is complete B.S.! A simple apology goes a long way in the customer service world. I'm sure you all can remember a time when you had a problem with a product or service, and the associate never even offered an apology for your wasted time and effort to rectify the problem. How did that make you feel? Did you feel like your time wasn't important? Did you feel like the business could care less about your needs even though you were the one making the company money?
It doesn't take much to turn a bad situation into a loyalty building experience. Some of the best customers come from a bad situation. If the associate shows a genuine willingness to rectify the situation, corrects it, and apologizes for not delivering what you expected in the first place, a potential lost customer can become a loyal one.
It's as easy as that!
That is complete B.S.! A simple apology goes a long way in the customer service world. I'm sure you all can remember a time when you had a problem with a product or service, and the associate never even offered an apology for your wasted time and effort to rectify the problem. How did that make you feel? Did you feel like your time wasn't important? Did you feel like the business could care less about your needs even though you were the one making the company money?
It doesn't take much to turn a bad situation into a loyalty building experience. Some of the best customers come from a bad situation. If the associate shows a genuine willingness to rectify the situation, corrects it, and apologizes for not delivering what you expected in the first place, a potential lost customer can become a loyal one.
It's as easy as that!
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Comment by Cibbuano
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Then again, I'm from Canada, where we say sorry for everything. You could stab a Canadian with a pen and they'd say 'Sorry!' as they fell to the ground.