How To Apologize When Your Company Screws Up

Posted by jeandion under Strategy
From http://tweakyourbiz.com 3959 days ago
Made Hot by: centrifugePR on January 15, 2014 11:16 pm

Every company makes an error from time to time. Learning how to say "I'm sorry" isn't as easy as it might seem.

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Comments

Written by tiroberts
3958 days ago

If there's one thin I can't stand, it's horrible customer service. It really grinds my gears when companies treat they're customers badly. Thanks for sharing your insights with us.

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Written by jeandion
3958 days ago

And thanks to you for taking the time to comment!

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Written by BizIdeas
3958 days ago

The part where the article says that the company should use the word "sorry" is so true. I can't stand to see those cut 'n' paste paragraphs that do not sound human. For someone to flatly say "I apologize" instead of "I am sorry" happens too often. I think it is the way it is said sometimes too, which can be even more infuriating.

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Written by jeandion
3958 days ago

I agree!

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Written by jeandion
3959 days ago

My current favorite is Jet Blue. The apology the company offered after leaving passengers stranded on the tarmac for hours and hours is a model of decorum (and it looks like it worked, too, as their profits haven't really dipped).

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Written by lyceum
3959 days ago

Thanks for the example! I haven't been flying with Jet Blue. I am looking forward to test to fly with Norwegian to the United States of America. I think Norwegian has been inspired by Jet Blue. Thanks for teaching me a new word, decorum ("propriety in manners and conduct")! :)

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Written by lyceum
3959 days ago

Jean Dion: Could list some companies that have been good at making apologies and learned from their mistakes? A classic example is Dell (Hell)... ;)

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