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You’re only sorry about their feelings, not what happened.As a result of these standard lacklustre approaches to saying “sorry”, some customers won’t use your organization again – and they’ll advise their friends not to either. It was “the delivery” that failed to happen.This is part of the problem with phrases like: “Sorry for the inconvenience.” They don’t feel genuine and they miss an opportunity to show that you care.To your customer, it feels like you’re not taking ownership. As long as the advisor says something in response, they feel like they are doing their job correctly and their evaluation won’t suffer.The customer, meanwhile, is now heading to somewhere between incandescent and apoplectic rage. It’s not difficult for complaints team colleagues to feel they live in a world where their company is terrible and customers are con artists.If you think a dedicated complaints team is necessary, then rotate people from across the entire business to work in it. This can look like the first example, not like the second.Thanks for your patience while we looked into the colour fade on your jacket.The independent labs we use to investigate possible faults say the fading is due to sunlight. Well, unfortunately, many issue the non-apology. They’re suggesting that your jacket may be hanging somewhere where one arm is exposed to very bright sunshine. We apologize for the inconvenience this may cause. The company sent a letter of apology for inconvenience caused by the construction. Human beings have an innate sense of what is fair and what is not. To a customer, talking this is like pouring oil on an already raging fire. However, specialist complaints teams tend to be made up of people who – thanks to their role – only ever see the company and its customers in the worst possible light.Specialist complaints teams tend to be made up of people who – thanks to their role – only ever see the company and its customers in the worst possible light.If you talk to a complaints team, it isn’t unusual to hear them rattle off all the things that the company is doing badly – but have little idea about what it’s doing brilliantly. If you’re talking to someone who’s clearly had a rubbish experience, what else do you do but apologize?
If we feel we’ve been treated unfairly, it makes us deeply upset.But the upside of this is that the vast majority of people are hardwired to play fair too – so customers tend to be very forgiving if you put your hands up, say sorry and explain what you’re going to do to put things right.The way you express all of these things has to feel genuine and heartfelt. They’ll gain brilliant insight into what customers want and need – and of course, into what they don’t want at all.Alternatively, think about absorbing complaints into the main body of the contact centre, so that everyone deals with a mixture of happy, middling and angry customers.If your colleagues in legal (and/or compliance, if you work in a regulated industry) have strong views about apology, schedule some time to talk to them. Some systems only recognize a complaint if a caller – or person who writes a letter or email – uses the word “complaint” or “complaining”.
But in the heat of the moment, it’s easy to slip back into bad habits.Time and training help to establish new normals. It is very important that your boss understands that you sincerely regret what happened to you. Don’t create distance. And because the process of delivering the flowers is talked about rather than the people involved in that process, the customer begins to feel less important than the process, and that they are dealing with a robotic, heartless organization.This is part of the problem with phrases like: “Sorry for the inconvenience.” They don’t feel genuine and they miss an opportunity to show that you care.For more advice for showing that you care when apologizing in the contact centre, read our article: Another safe place an advisor might want to retreat into is scripts and policies.So when the customer raises her voice and demands to know what he’s going to do about it, it wouldn’t be unusual for the advisor to say something like:Again, the advisor does not know what to do with the angry woman and is treating the conversation like a game of ping-pong. Synonyms for inconvenience at Thesaurus.com with free online thesaurus, antonyms, and definitions. Don’t fall back on scripts and policies – and don’t, whatever you do, say: “Sorry-not-sorry.”For more on the first of the 3As – showing acknowledgement – read our article: While the approach above helps to give your apology great structure, the following tips are also great to keep in mind when thinking about your customer service apologies.If you want advisors to deliver a perfect complaints experience, then you may have to tweak your quality assurance (QA) and evaluation criteria.Average Handling Time (AHT), for example, should not be assessed the same way for dealing with complaints as it might be in other situations. But apologize once, sincerely and openly.For the customer whose mother-in-law didn’t get flowers, this would mean the agent saying: Sorting things out is important. No one likes dealing with angry customers. I’ve attached their findings to this letter.This isn’t a fault, and so we won’t be refunding you for the jacket.Further to our investigation into your complaint regarding colour fade on your Winter Solstice Down Jacket, I can confirm that all fading was in fact due to uneven UV exposure. The simple rule here is that if it’s not your fault, then don’t apologize.However, you should be warm and friendly in your response. daccess-ods.un.org P id e disculpas a t odo s y n os ha encargado, a mí y al re st o de la d el egación , que lo r ee mplacemos esta semana.
Liz Doig of Wordtree shares her advice for avoiding awful apology statements like “sorry for the inconvenience” and turning “sorry” into lifelong loyalty. So it may be worth broadening what can qualify as a complaint and empowering your advisors to tag complaints themselves.For more advice on building the ideal quality scorecard, read our article: Our survival instincts have been honed over millennia to protect us from threatening situations – so no one really likes talking to angry people.On top of this, customer services people are often highly empathetic, and therefore quite sensitive. By including a breakdown with notes of this apology letter to a boss, you can see how easy it can modify to any situation.
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