I am a little tired of customer service representatives constantly apologizing when things go amiss. However, they never come up with a potential solution to the problem. Constantly saying “sorry” with no redress becomes insulting and patronizing.
Companies need to train their people to solve problems and resolve issues with earnest. Empower your people, and trust them to make the right decisions.
The problem gets magnified during the holiday season as seasonal employees have the uniform down pat, the script doctored, but little else to offer.
I often tell clueless service providers that “sorry” is not enough and I expect results.
Getting my business — and my money — is not a birthright. It must be earned.
No more hollow, rote, apologies… we want some action!
About Hemant Rustogi