Impeccable Customer Service Tip #317
When a customer is upset, don’t say “I do apologize.” We don’t tend to use that phrase outside of business, yet some people assume it’s fitting to use with customers. It’s not. Too often “I do apologize” is said with an inflection that doesn’t demonstrate sincerity or empathy. Instead, you might consider saying (with a sincere tone), “My apologies.” or “I’m so sorry.” And then, of course, move into discussing a solution.