Comments on: Handling customer complaints – why you need to say sorry

By: ebenezer annang

ebenezer annang — Sat, 01 May 2010 10:34:44 +0000

hi thanks for the message. please help;any diffrence between “i’m sorry for…” and “i apologise for …”?

By: Anonymous

Anonymous — Tue, 06 Apr 2010 16:48:27 +0000

I agree entirely :s

By: Daryl

Daryl — Tue, 06 Apr 2010 06:10:15 +0000

You guys should look at it from the viewpoint of service personnel. I mean, handling customers every day, with at least one of them being rude and thinking that you owe them your life, it definitely SUCKS to be us. And even now, there’s the issue of SORRY? Are you kidding me? I always say sorry, if there is a problem that I can’t solve and I have to refer to tech staff.But that’s beside the point. I mean, saying sorry to a person who’s screaming and/or being sarcastic and/or insulting you… Please.

Getting the right solution is what you want, and now you want MORE? And you want to make a deal out of two words? Humans are NEVER happy with what they have.

I mean, we’ll solve your problems, and be polite too, but that does not mean that we’re going to lick your boots. As a whole, customers are never fully happy unless they come expecting something simple. Understand that we’re still human, understand that its our job to help you, and we’ll do it, but do understand that we’re all human and have emotions.

By: Marv

Marv — Mon, 08 Dec 2008 16:40:03 +0000

i do agree we the powerful “magic word” no matter in what situations we need to say it before giving any explanations or solutions for the customer if it is our fault. By the ‘magic word” itself is not good enough to calm their dissactisfactions, they expect our actions to follow up and promisses to show that we care.

By: Jeremy Ng

Jeremy Ng — Mon, 08 Dec 2008 09:28:15 +0000

Yes, to say “sorry” sometimes can be a very powerful “magic word” to calm down the customer from his or her frustration. But that is not enough, the customer want to know what can be done next & what we will do next to assist them to resolve their issue… They need a solution.

A complaint is a gift… No one as a customer service representative like to receive complaint from customer, because it will defect our performance.
To say “complaint is a very important piece of feedback from customer”… is just another “polite” or indirect way (of warning) – to alert us do not repeat the same mistake twice.

By: Phoebe

Phoebe — Mon, 08 Dec 2008 02:01:52 +0000

I agree of what Kavi said, being sorry is just not good enough to calm an irate customer. Giving the right solution is more critical in these situations.

By: KAVI

KAVI — Sat, 06 Dec 2008 07:44:03 +0000

SORRY!APOLIGISE! will be the 1st word to come frm the cs if anything goes wrong…the fact its not the cs’s mistake…but to overcome the situation this will be the golden word to make the cust delight eventhough they still not satisfy!nowdays i prefer to use “i’m regret” rather than “i’m sorry”!feel better!
as human i belief everyone shld have the nature to being polite..but feel sorry for those cust who know to call and just blast out without any courtesy! SORRY FOR THEM!

By: Rita

Rita — Fri, 05 Dec 2008 09:28:49 +0000

do agree the magic word can make a diffence to change the irate situation, but not too much of it, it does not work on certain customers. it has to be followed by action on how to improve the situation with “no recurrence.”

By: GABRIEL FAM

GABRIEL FAM — Tue, 02 Dec 2008 06:25:11 +0000

i believe that being to polite sometime agitate’s the customers as were a are only trying to help but sometime the customers feels like were are treating them like a little kid baby,which i think that sometimes being no so polite sometimes help us make the customers understand
what were are trying to do something for them NOT JUST SOME TELEPHONE OPERATOR.

By: Anonymous

Anonymous — Tue, 02 Dec 2008 05:14:01 +0000

too much to say..but our voice is everything indeed..if we are sincere it will show in our voice.I will not say sorry because it’s my fault but for the inconvenience caused. Which is unfortunate sometimes inevitable and has happened, move on and resolve the issue at hand. Unless it is my fault then it comes out readily.