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Effectively apologising to customers

Posted on Jan 20, 2016 by CFL Financial

Quite often, the words ‘I’m sorry’ aren’t enough for an unsatisfied customer. Whether it is because you had to deny a request, made a mistake with an order or left a customer waiting to be served for too long, there will always a time when a business will need to apologise to their customer.

While it might seem tricky trying to find the right way to apologise to a customer, businesses should always remember that apologies are key to showing a business’s commitment to meeting their needs and satisfying their requests.

So instead of coming off as insincere with just an ‘I’m sorry’, here are some tips for delivering a genuine apology to a disgruntled customer:

Businesses need to be able to recognise the kind of language that conveys regret and remorse, and the kind that can turn an apology into a dismissal or condescension. Before apologising to a customer, make sure the words you use have any hint of defensiveness. Being testy or on edge can also make your apology come across as a non-apology.

Actively listening to a customer’s problem can help businesses come up with a good apology. It helps businesses understand exactly why they are issuing an apology. Customers are more likely to accept an apology if they believe that their struggle has been truly understood.

Sometimes what you are apologising for isn’t necessarily your fault. But if you’re the person who is representing as the face of a business, the blame will need to go somewhere. Apologise on behalf of your team and acknowledge where things went wrong. Taking responsibility shows customers that their issue hasn’t been taken lightly.

If a customer wants to know why something went wrong, the business must be able to tell them why. However, businesses also need to cushion an explanation with adequate measures of blame, e.g. “Your problem happened because of X. However, this is no reason why you had to wait for so long.”

Tell the customer what comes next or what options are available. Customers want to know that the business will actually make things right again.

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Retirement-in style

Retire in style checklist™

There are a few reasons why Business Owners need a Retire In Style Checklist

If you’re a successful and Motivated business owner, and want to set yourself up for retirement, this guide would be perfect for you. My clients who follow these 3 simple steps live with comfort, security and the peace of mind that financial success brings.

Retirement-prosperity-thumbnail

The Retirement Prosperity Guide™

Make sure you don’t miss out on the Retirement Prosperity Guide

If you’re a busy Professional and you feel like you’re not building your wealth fast enough and you want smarter ways to utilise your cash flow, this guide is perfect for you. Clients who have used our strategies have the peace-of-mind knowing they have a ‘game plan’ for financial abundance.

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Phone: 07 3328 8988
Fax: 07 3328 8999

Office Location:
Level 9, 360 Queen Street
Brisbane
QLD 4000

Postal Address:
GPO Box 2468,
Brisbane,
QLD, 4001

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