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.

Customers hate waiting for your service department to pick up the phone or respond to an email. In today’s web world, getting back to people quickly is THE most important thing your company can do to ensure good high levels of customer service. Be there! Respond! Read the 5 new techniques being used by the trend setters.

When things go wrong in your organization, it is far better for the organization to be the one to announce the news. Tell your story rather than allowing someone else to break the news with their story. This will minimize damage control. Read the 7 things you should do right away.

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