Sometimes it feels like customer service has gone the way of chivalry, doesn’t it? When’s the last time someone at the checkout stand or in the drive through actually cared enough to make your experience pleasant, much less took responsibility if your experience wasn’t??
As irritating as the lack of good customer service may be, it’s also a reminder that those of us in the client services sector are, in essence, providing customer service as well. That means we need to work to be responsive, accountable, cheerful, and more, and it also means that when we screw up, we need to know how to deliver an authentic message do assure the injured party that we are aware of our mistake and will work to fix it, however that may be.
And to that point, I thought I’d share what I feel the critical steps are in making an elegant, genuine apology. Feel free to apply as needed in both personal and professional interactions. If the steps outlined don’t go far enough, maybe you should consider learning the Japanese art of ceremonial bowing to up the ante.
1) Describe the situation.
2) Acknowledge the damage done and take responsibility for your part in the situation.
3) Express your regret.
4) Reassure the injured that the situation won’t be repeated and (in the best case) indicate what steps you’ve taken to ensure that.
5) Offer some form of restitution whenever possible.
6) Request forgiveness.
True Chris. Add to that, never offer up an excuse. Such as, I’m sorry I was late in responding. I had six other projects to take care of yesterday. Instead, “I’m sorry I was late in returning your call.” And then carry on with the other steps you suggest.
I dislike hearing excuses because they tend to weaken the apology. It’s for the other person to excuse your behavior; that’s not your job.