Every now and then, a customer will point out an error that someone in your organization has made — a missed deadline, incorrect paperwork, lack of follow-up, confusing instructions, etc.
It may be tempting agree. But a more productive approach is to reply by blending an empathy statement with an apology.
The November issue of Customer Communicator, the training and motivation newsletter for frontline reps, brings readers tips and examples for making a blameless apology. For example:
Blaming: “I’m sorry my colleague gave you the wrong login credentials.”
Blameless: “I’m sorry about the miscommunication.”
Blaming: “I’m sorry the sales team didn’t get this sent to you on time.”
Blameless: “I’m sorry you have been inconvenienced by this.”