There is really no GOOD way to say you are sorry but there are many terrible ways. Read the 4 step process and the 5 soft skills that will help front line customer service employees and senior management when they need to apologize.

Get Satisfaction is a Complaint Aggregator, one of many showing up on the web. Some companies use them as their ‘complaint site’, or monitor the comments, questions and customer service. But other organizations do not know about them nor use them as their official site. 37Signals, a Software organization, recently took Get Satisfaction to task for the lack of transparency. The Get Satisfaction site does not make it ‘evident’ to the user that they may not be on the organization’s official web site.

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