Zendesk

FEBRUARY 13, 2024

Whether you had an off day and delivered a subpar customer experience (CX) , the product didn’t ship on time, or a billing error occurred, a sincere apology can be the olive branch that jump-starts customer loyalty. Each situation is unique, so it’s important to tailor your apology to the specific circumstances and customer needs.

Customer Satisfaction 52

Customer Satisfaction Start-ups Customer Service Customer Loyalty 52

Shep Hyken

OCTOBER 27, 2021

That second apology almost went unnoticed. In four short minutes, she apologized seven times. I admit that I may have made statements to see how many times she would apologize. Obviously, you want to apologize for any problems toward the beginning of the conversation. “I’m sorry.” I can understand why you are frustrated.

Customer Service 132

Customer Service Customer Experience 132

Inside Customer Service

AUGUST 26, 2021

Advanced techniques are one of the top requests I receive as a customer service trainer. Many people feel the basics are, well, too basic. If that's you, I have five advanced techniques to share. But first, a word from our sponsor: basic skills. The basic skills never go out of style. My top three skills: Rapport: make customers feel at ease.

Gaming 176

Gaming Customer Service Sports Innovation 176

ClientSuccess

FEBRUARY 14, 2023

Sometimes, this means apologizing. Making an apology to customers after things go wrong is positively related to satisfaction with restoring the customer relationship. Apologizing also has practical benefits beyond just showing empathy. But mistakes happen, and it’s essential to have a contingency plan for when they do.

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Fonolo

MAY 20, 2021

The first step in handling a call escalation is to acknowledge the customer’s dissatisfaction, and apologize. You’ll want to apologize if you’re unable to help them, or simply because they are upset enough to request an escalation. We’ve all heard that dreaded phrase before: “I’d like to speak to your supervisor.”.

Contact Center 148

Contact Center Customer Satisfaction Customer Service Technology 148

Comm100

NOVEMBER 27, 2017

From Papa John’s NFL apology to Louis C.K.’s s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. The Psychology of the Apology. Still, customers don’t respond to a non-apology the same way they do a sincere one.

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

Beyond Philosophy

APRIL 5, 2017

Company Apology Guidelines. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. The emotional state of a customer or colleague, then, is significant and needs to be considered when making an apology. Customer Apologies. Business Apologies.

Customer Experience 133

Customer Experience CX 133

Customer Think

AUGUST 17, 2021

The apology. […]. Given the complexity of today’s economy, not to mention global logistics challenges augmented by Covid-19, it’s not a question of “if” but rather “when” you will disappoint a customer. In this moment, your response will determine if you keep or lose that customer.

111

111

Myra Golden Media

DECEMBER 10, 2019

When customers reach a manger, and within seconds, they have the apology and fix they sought, what will they do the next time they have a problem? Over the weekend, I had a problem that an employee couldn’t or wouldn’t resolve, and she couldn’t bother to apologize. Again, please accept my apology for your experience.”

Customer Service 101

Customer Service 101

Myra Golden Media

MARCH 3, 2021

Instead of “Dream Studio apologizes for the issue,” say, “I am very sorry to hear the recent disappointment in our studio.” Instead of “Dream Studio apologizes for the issue,” say, “I am very sorry to hear the recent disappointment in our studio.” Apologize when appropriate.

Start-ups 71

Start-ups Customer Service Customer Experience 71

Aquire

OCTOBER 12, 2021

With competition increasing, good customer service has become core to a company’s success. But delivering quality products alongside outstanding customer service is a big challenge. Getting it right means total buy-in from everyone involved. Place trust in your team. Let them find ways to better serve your customers. This too should be avoided.

Customer Service 105

Customer Service E-commerce Customer Journey Map Customer Expectations 105

Intercom, Inc.

NOVEMBER 17, 2021

In this episode of Inside Intercom, we sit down with Leslie to chat about what writing to customers is all about — what not to do (the classic non-apology, anyone?), When apologizing, agents should avoid broad, passive generalizations such as “We regret any inconvenience this may have caused.” The art of writing well at work.

Start-ups 118

Start-ups Social Media Customer Service Government 118

SurveySensum

MARCH 8, 2024

Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. The global market for live chat software was worth $755.23 and reach $1.7 billion by 2030.

Customer Satisfaction 52

Customer Satisfaction Social Media Invoicing Start-ups 52

Shep Hyken

MARCH 2, 2022

Apologize and acknowledge the inconvenience. . Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. It’s pretty simple.

Manufacturing 130

Manufacturing Customer Service Customer Experience 130

Beyond Philosophy

MARCH 10, 2015

When you make a mistake, it’s best to admit it and apologize immediately. The 6 Steps to a Good Apology. Apologize in person. As I have written before , these feelings will make the apology seem insincere and will lead to nothing good. Why it’s Important to Apologize Even When it’s Difficult. We all make mistakes.

CEM 142

CEM Customer Retention Customer Experience Management Customer Relationship 142

Service Quality Institute

APRIL 10, 2024

No apologies. I talk about 9 critical elements to drive a service culture. Speed is one of them. Most employees think slowly. What is another 2-3 minutes. Another 1 -2 hours or 1-2 weeks. I am in Hilton Head this week for my 47th wedding anniversary. My wife Pat and I got married here 47 years ago. We arrived in Savannah, Georgia on Sunday.

Customer Service 52

Customer Service Start-ups Sales Customer Experience 52

CX Accelerator

OCTOBER 28, 2020

And a quick apology for being a bit heavy on the Coldplay. Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with.

CX 281

CX Start-ups Voice of the Customer Customer Expectations 281

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. The first study was done in 2003 — can you guess which direction the overall trend has headed since then? If you guessed there are more complaints than ever, you’re right.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Shep Hyken

JUNE 22, 2022

Many are tolerable and can be fixed quickly with the right attitude and an apology. Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? . There was no intent to offend or harm. In fact, there was only the intent to serve.

Retail 121

Retail Customer Service Sales Customer Relationship 121

Customer Bliss

SEPTEMBER 24, 2019

Make the apology your finest hour. For more on delivering meaningful apologies, click here to read my guide.]. In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. How about you?

CX 110

CX Customer Service Customer Experience 110

SurveySensum

OCTOBER 18, 2023

Customer feedback is the valuable insights provided by customers about their experiences with a product, service, or brand. This is a great channel for customer to share their thoughts and experience with your brand. Neglecting this can result in customer disengagement, lost opportunities for improvement, and damage to a company’s reputation.

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

Shep Hyken

OCTOBER 6, 2021

Of course, any sentence that starts with a genuine apology is a good way to respond to the complaining customer. In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?” . The CEO said, “I’m not well. That’s because you’re not well.” There are many ways to say, “I’m sorry.” .

Customer Service 141

Customer Service Customer Retention 141

Experience Investigators

OCTOBER 10, 2023

We emphasize the importance of respectful acknowledgment, an authentic apology, clear communication about resolution efforts, offering compensation, and demonstrating commitment through follow-up. Ever feel like your customer feedback is being dismissed or ignored? In our latest episode, we tackle these questions and more. Let’s talk!

CX 52

CX Customer Feedback Technology Technology 52

Shep Hyken

AUGUST 13, 2021

After hundreds of KFC stores across the UK run out of chicken, KFC diners turned to Twitter to share their apology poster addressing the ironic issue of a fried chicken shop running out of its core ingredient…chicken. He writes about how successful, global brands use social media to deliver outstanding customer service experiences.

Social Media 129

Social Media Customer Experience Non-Profits Omnichannel 129

Fonolo

APRIL 11, 2018

Mitigate the Problem with an Apology. The best way to do this is with a formal apology, and promising to reconcile the customer’s concerns as quickly as possible. This phenomena is especially exacerbated when it comes to a negative experience with customer service. Now, does that actually mean the customer is always right?

Social Media 105

Social Media Contact Center Customer Service Gaming 105

The Customer Service Blog

JANUARY 15, 2022

Was his apology sincere? The interesting thing about this incident is that the Ovo boss has actually won praise on social media for the honesty of his apology. The interesting thing about this incident is that the Ovo boss has actually won praise on social media for the honesty of his apology.

Social Media 52

Social Media Government Manufacturing Customer Service 52

Zendesk

FEBRUARY 2, 2022

It was a lazy Saturday morning, and I was shopping at a local boutique after grabbing my usual latte. While I browsed racks of fuzzy sweaters, a woman huffed to the checkout counter. Uh oh , I thought. Within moments, the woman was shouting at an employee. She wasn’t just irritated—she was enraged. Workers are fed up with abuse. The bottom line?

Healthcare 97

Healthcare Start-ups Customer Service 97

Inside Customer Service

MARCH 24, 2022

Giving a customer a free cup of coffee to apologize for a long delay can be a small token of appreciation. Many customer service employees automatically offer free or discounted food, products, or services when something goes wrong. Didn't like your meal? Here' a free dessert. Not happy with your car wash? Next one's on us. Parking's on us.

Start-ups 130

Start-ups Customer Service 130

SurveySensum

JANUARY 12, 2024

And as consumers are increasingly seeking meaningful engagements, businesses must incorporate empathy and personalization into their customer feedback mechanisms. This article aims to provide actionable insights into humanizing customer feedback processes. As a result, the feedback loop is shallow and unable to develop a deep emotional bond.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

Shep Hyken

DECEMBER 8, 2021

He apologized and said they couldn’t staff the dining area properly. He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” . The word skimpflation was introduced recently on NPR’s Planet Money podcast.

Customer Service 132

Customer Service Customer Experience 132

Beyond Philosophy

DECEMBER 25, 2017

Sorry Seems to Be the Hardest Word” —How to Apologize. It is not a question of if you will need to apologize for a mistake. It is a question of when you will need to apologize. Read this quick article to discover essential aspects of an adequate apology that creates the proper emotional response from customers—or anyone.

Net Promoter Score 119

Net Promoter Score NPS Entertainment Social Media 119

Customers That Stick

OCTOBER 9, 2014

Use “I Apologize” Instead Of “I’m Sorry” There’s nothing wrong with “I’m sorry,” but “I apologize” is softer. “I apologize” sends a better message to your own head as well. “I apologize” sends a better message to your own head as well.

Customer Service 164

Customer Service Social Media Customer Satisfaction 164

Intercom, Inc.

MARCH 2, 2021

Customers reach out to you when they hit a roadblock in using your product and getting their job done, so it’s essential that you’re able to provide them with the right answer, quickly. Get to the root cause of their query. If a customer has made the effort to contact your Customer Support team, it’s already a sign they need your help.

Machine Learning 248

Machine Learning Start-ups 248

Myra Golden Media

FEBRUARY 16, 2018

When your reply is in response to a problem, you need to apologize. Your apology can be in the opening paragraph, or somewhere in the body. Apologizing helps you create rapport and rebuild trust after a problem has happened. Acknowledge Concern. But, most of all, we are deeply sorry.”. Here’s what we think may have happened…”.

Social Media 73

Social Media Customer Experience 73

Comm100

JANUARY 19, 2017

When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Apologizing for Poor Customer Treatment.

Customer Service 87

Customer Service Management Consulting Customer Retention Customer Satisfaction 87

Zendesk

DECEMBER 3, 2020

Hundreds of Instagram users expressed outrage at the balls of coconut custard that were speckled with red raspberries to resemble the virus. In response to the outcry, the restaurateurs defended their dish as “art” that was always intended to be provocative. To truly be a crisis, the backlash has to be pretty overwhelming.

Social Media 95

Social Media Social Listening Start-ups Customer Feedback 95

Service Quality Institute

OCTOBER 11, 2023

The manager would not help me and insisted I apologize to the employee which I would not. This manager refused to let me buy unless I apologized to an employee who was incompetent. I just tried to buy another Bluetooth headset for my son for his birthday at Best Buy. The employee was not very effective. I asked for a manager.

Customer Service 52

Customer Service Sales Customer Experience 52