Acknowledge and Own Your Mistakes

Impeccable Customer Service Tip #18

Acknowledge and own your mistakes and shortcomings (and those of your team). Saying you’re sorry doesn’t have to mean guilt, blame, fault or shame — it does mean taking responsibility in the eyes of your customers and clients.

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Comments

  1. great tip, steve. it’s never the problems or mistakes that destroy trust. it’s the way we SOLVE the problems and fix the mistakes that really shows what impeccable service is all about. and that starts with saying, “sorry, i messed up.”

  2. So true, ritzya … SO true.

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