Everyone makes mistakes, they’re bound to happen. When a customer talks about it online on social platforms or review websites, the impact can be vast, in-turn affecting sales!
The best way to curb the negativity that stems from these reviews is to take appropriate action quickly and effectively. And the first step to this is – saying “I’m Sorry”.
Studies show that a genuine apology has the power to deflect most of the opposite person’s anger. A study carried out by The Carey School of Business showed that:
Saying “Sorry” is the most effective way to turn around a bad situation and how to deliver it best is an art. This is why knowing how to apologize is a key skill that should be possessed by all brand managers/ customer service professionals. There are elements of an apology that, if used right, can increase customer satisfaction.
Genuineness of the Apology
One thing we can be certain of in this age of digitalization – customers are growing smarter by the day. They know the difference between a genuine apology and a standard response. Brand managers have a tendency to paste the same apology on all platforms across feedbacks, not realizing the importance of reading what the customer has to say.
A “sorry” loses its value when used multiple times, and in the same manner.
Never Ruin an Apology with an Excuse.
There is a difference between an explanation and an excuse. An excuse is not asked for and is used to deflect blame.
For Example – If there has been a delay in an order delivery due to the courier company, here’s what you should avoid saying and convey your apology in a simple yet effective manner.
It is important that when a customer is upset and wants to know why something is not meeting their needs, the customer service representative has an explanation. This explanation will help ease the customer into knowing that it could be a one-off instance and might never be repeated. It also helps them understand what the reason behind their discomfort is.
Take Responsibility
The mistake was probably not yours but you are the face of the company. It is important that you not only apologize on behalf of the concerned team but also take responsibility for their actions. This reflects positively on the brand. It reassures them that someone is going to fix their problem. It shows that you are going to take the necessary steps to give them the best resolution possible.
A very important part of saying sorry is actually meaning it. And the next step is fixing it. Customers don’t just want your apology; they want what they paid for. Saying sorry all the time diminishes its meaning. It is highly important that the apology is quick and supported by a resolution.
The only way in which the apology stays relevant is if action is taken to solve the problem and satisfy the customer’s needs.
Because the first step to maintaining a good relationship is realizing when you’re wrong and saying “I’m Sorry”.
