Comments on: Wonder if you should apologize to a customer? I say "yes"! http://barbaraburke.com/wonder-if-you-should-apologize-to-a-customer-i-say-yes Thu, 10 Jun 2010 12:47:34 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Barbara Burke http://barbaraburke.com/wonder-if-you-should-apologize-to-a-customer-i-say-yes/comment-page-#comment-4 Barbara Burke Wed, 15 Jul 2009 20:36:24 +0000 http://barbaraburke.com/?p=1225#comment-4 Thanks Daniel, that is terrific suggestion! I like the fact that in your example you not only showed empathy but added a personal commitment to resolve the issue. That is the perfect combination of sentiment to make a customer feel that they are in good hands. As you pointed out, one can't be too careful when phrasing an empathy statement. Some people takes things literally while others appreciate the empathy you are offering and take it in the spirit in which it was given. The most important thing is to have a statement like yours at the ready so that one can apply it when necessary and deliver it with confidence. Thanks again for writing. Thanks Daniel, that is terrific suggestion!

I like the fact that in your example you not only showed empathy but added a personal commitment to resolve the issue. That is the perfect combination of sentiment to make a customer feel that they are in good hands.

As you pointed out, one can’t be too careful when phrasing an empathy statement. Some people takes things literally while others appreciate the empathy you are offering and take it in the spirit in which it was given.

The most important thing is to have a statement like yours at the ready so that one can apply it when necessary and deliver it with confidence.

Thanks again for writing.

]]> By: Dan Carroll http://barbaraburke.com/wonder-if-you-should-apologize-to-a-customer-i-say-yes/comment-page-1#comment-3 Dan Carroll Wed, 15 Jul 2009 20:18:21 +0000 http://barbaraburke.com/?p=1225#comment-3 Barbara, There is a tremendous difference between the three statements you use as your examples. When statements such as "I am sorry" and "I apologize" are used the representative sounds as if they are personally taking the blame for what happened to the customer which can actually have a negative affect. The customer can then react and blame the associate for what happened and it continues the downward spiral. On the other hand, empathy statements diffuse the situation because you are not taking blame for their issue personally and instead are putting yourself in the customers' shoes and relating to them and their plight. The third of your statements is certainly the most effective from my perspective. However, I've personally had empathy statements backfire on me. "I understand how frustrating this must be" was met with "You can't even BEGIN to understand what I am going through". Learning from that experience and plagiarizing from that customer I began using and now teach this one, or something very similar: "I can't even imagine how frustrating this must be for you but I promise you I will do everything in my power to resolve the issue for you." This statement serves every purpose - you are relating to the customer's experience without taking personal blame and offering to provide them assistance unconditionally. Just my $.02... Barbara,
There is a tremendous difference between the three statements you use as your examples. When statements such as “I am sorry” and “I apologize” are used the representative sounds as if they are personally taking the blame for what happened to the customer which can actually have a negative affect. The customer can then react and blame the associate for what happened and it continues the downward spiral.

On the other hand, empathy statements diffuse the situation because you are not taking blame for their issue personally and instead are putting yourself in the customers’ shoes and relating to them and their plight. The third of your statements is certainly the most effective from my perspective. However, I’ve personally had empathy statements backfire on me. “I understand how frustrating this must be” was met with “You can’t even BEGIN to understand what I am going through”.

Learning from that experience and plagiarizing from that customer I began using and now teach this one, or something very similar: “I can’t even imagine how frustrating this must be for you but I promise you I will do everything in my power to resolve the issue for you.”

This statement serves every purpose – you are relating to the customer’s experience without taking personal blame and offering to provide them assistance unconditionally.

Just my $.02…

]]>