In an earlier blog post titled: Warning, Is your Sales Force blindsided by Customer Service I talked about the need for customer service to keep sales informed about potential customer escalations and that might negatively impact the sales team. Here is a real life example of a system that was in place when I retired from IBM Canada.

Sometimes, in business and in life, we make mistakes and need to apologize. I have written several articles in this blog on how to effectively say you are sorry. I found this interesting article called The Science of Effective Apologies by Guy Winch, Ph.D. which has some research behind it. According to the scientific research by Ryan Fehr and Michele J. Gelfand of the University of Maryland, the way you apologize depends on the nature of the relationship you have with the other party.

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