A sincere apology. Too often the apology is someone mouthing words, and the customer can sense it. 2. with the phrase: What’s wrong “Sorry ‘bout that”? Answer: cliché. insincere. It should not be used as a sincere apology. It’s It’s Never use it with a customer. Loose the phrase. regarded as flip humor and as a true It’s isn’t perceived apology. Your customer can sense the insincerity. The slightest hint of insincerity or boredom, and service recovery goes down the drain. TELEPHONE DOCTOR PRESCRIPTION: A critical step to service recovery is a sincere apology. is perceived as an insincere apology and should be avoided. “Sorry ‘bout that” Apologies must be sincere and with understanding of how the problem affected the customer. You may have to apologize several times a day, but the first time your customer has heard it it’s always The slightest bit of insincerity or boredom and service recovery goes down the drain. Step 4: Solve the Problem Discussion Questions: 1. How does the customer perceive you solving the problem? Answer:
A sincere apology. Too often the apology is someone mouthing words, and the customer can sense it. 2. What’s wrong with the phrase: “Sorry ‘bout that”? Answer: It’s cliché. It’s insincere. It should not be used as a sincere apology. Never use it with a customer. Loose the phrase. It’s regarded as flip humor and isn’t perceived as a true apology. Your customer can sense the insincerity. The slightest hint of insincerity or boredom, and service recovery goes down the drain. TELEPHONE DOCTOR PRESCRIPTION: A critical step to service recovery is a sincere apology. “Sorry ‘bout that” is perceived as an insincere apology and should be avoided. Apologies must be sincere and with understanding of how the problem affected the customer. You may have to apologize several times a day, but it’s always the first time your customer has heard it The slightest bit of insincerity or boredom and service recovery goes down the drain. Step 4: Solve the Problem Discussion Questions: 1. How does the customer perceive you solving the problem? Answer:
9Six%20Steps%20to%20Service%20Recovery%20LG%20FINAL%203.6.17.docx