Impeccable Apologies

Customer Experience Tip #1044

“When the service experience doesn’t deliver on even the most basic expectations of the customer, then an apology is most likely expected by the customer. A businesses’ apology means to the customer that the business confirms that it does consider the customer’s business more important than it just manifested through the last service incident and that the treatment was in error and not intended. ‘What you just experienced wasn’t in line with the way we see you. You’re still extremely important to us’.”

–CX Group

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