Tip 695: The Apology of Responsibility
From the Customer Service Workshops: The Apology of Responsibility
We’ve been talking about apologies and making things right.
We’ve talked about apologies of empathy (always appropriate) and apologies of responsibility (when whatever went wrong was our fault).
Last week, we talked of how the apology of responsibility requires additional steps, and we promised to discuss those steps this week.
Bingo. Here we are.
The apology of responsibility has—at least—five steps:
Apologize. Completely and honestly: “I’m sorry this happened. This was our fault.” This may surprise the customer, but it’s the right thing to do.
Ask “How can we fix this?” This involves your customer in the discussion. You’re asking for her feedback. You’re respecting her opinion. Notice how you’re using the plural “we.” Both of you. Working together.
Listen. Just shut up and listen. Listen actively. Make eye contact. Nod your head (you’re not necessarily agreeing; you’re showing you’re listening). If you’re on the phone, use non-verbal responses: “Um-hmm.” “Um-hmmm.” Make notes. (You may want to ask, “Do you mind if I make notes?”)
Remedy in excess of the mistake. A crossroads here:
If what your customer has asked for is reasonable and do-able, meet that need and add more: “We can do that, and we’ll complete your next order at no charge.”
If what your customer has asked for is more than you can do, offer “This is what we can do.” Offer several possibilities (again, control—choice—to the customer). And you negotiate a solution acceptable to both.
Follow up afterwards. Four to five days. No more than a week: “Are you comfortable with what we’ve done? We’re sorry this happened.”
Honesty. Real service. Sincerity. This will work.
We love this stuff.