apology

Adobe does the right thing, apologizes for customer service problems

September 1, 2009

Too many companies brag about how customer-friendly they are. But that’s often all we experience. So it’s refreshing to see a big, well-known company being genuine with their customers. Adobe, the well-known maker of many popular software applications, has been delivering lousy service lately. But rather than ignore it or hide behind empty press releases, [...]

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An apology can deliver better customer service

August 20, 2009

Here is your Daily Dose of Amazing Service: Apologize if the customer feels you or your company let them down. And here are some additional thoughts on this topic… An apology is a bridge-builder. It can mend a broken relationship faster than anything else. And it shows the customer you are willing to take responsibility [...]

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How to Handle Customer Complaints: Tip 3

May 19, 2009

Here is your Daily Dose of Amazing Service: When handling a customer complaint, apologize and mean it. And here are some additional thoughts on this topic… This is often hard especially if you did not cause the problem. When you apologize in this situation you are not necessarily taking blame for causing the problem. You [...]

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Customer Service Recovery Gone Awry

May 5, 2009

Here’s an example of how not to resolve a customer complaint. It’s real, it’s recent and it’s all too common. Not long ago, I wrote about a hotel stay my wife and I experienced. At times it felt like a comedy of errors visited upon us by the hotel gods. So I sent feedback to [...]

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