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 for helping them get what they want.
When you apologize, you’re not necessarily taking blame for causing the problem. But you are taking responsibility for resolving it. A sincere apology can turn angry customers into loyal customers. And, it’s easy to do!
Think of the last time you were a customer and you had a complaint. Did the person helping you apologize? If so, did it help resolve the situation? If not, do you feel they should have?