For example, after you make your apology, you could say, "I know that you might not be ready to forgive me, and I understand how that feels. I simply wanted to say how sorry I am. I promise that it won't happen again." Let's join Mindtools to have an ad free experience! Join...
Even if you’re not at fault, it can be disturbing when a customer directs their anger toward you. Here are some approaches you can follow for managing an irate customer: First, find out the root cause of the customer’s frustration. You may find out the easiest way to deal with ...
Show, the second-largest talk radio show in America, and makes regular appearances on Fox News and Fox Business. Through his speaking, broadcasting and syndicated columns, Ken gives people expert advice, providing strategic steps to get clear on their unique purpose and grow professionally.Learn ...
Why even try to get them back? Don’t. Don’t try to get them back. Not unless there has been enough space and time for you to get your head straight and you are thinking clearly. Like they say, an ex is an ex for a reason. But sometimes, that reason feels trivial compared to...
Oh, what do they shout? Come on. Yeah, yeah, good. As a referee, I’m the scapegoat. Apparently I’m always wrong. It’s always my fault. And I wanted to learn how not to take all this personally. Because I really struggle with this....
Keep this in mind when sending an apology email to clients, especially angry customers, as they are likely not in the mindset to process your feelings. That’s not to say your feelings don’t matter, but your prospects and customers don’t need to be privy to them at this moment. Stay...
is my choice." And rather than say, "I don't have time to do x, y or z," she'd say, "I don't do x, y or z because it's not a priority." "I don't have time," often means "It's not a priority." If you think about it, that's really more accurate language. I co...
Should I apologize when it is not my fault? It's important to remember thatapologizingis not an admission of guilt; it's an admission of responsibility. ... Apologizing for the pain and difficulty of the current situation, even if you didn't cause it, shows you place a higher value on...
What Not to Say • Don’t use the words “claim” or “complaint” even though that’s how these incoming letters are commonly identified. To customers, the terms sound accusatory and judgmental, and the majority of them honestly believe they are due an adjustment. Instead of “The dama...
While I know that I missed an important deadline, it's really not my fault. I was working with Paul on this project, and he wasted too much of my time by asking me a bunch of unrelated questions. My computer was also freezing up throughout the week and IT wasn't able to look at...