Five-Steps to Saying Sorry
Posted on August 14th, 2010 by Paul McArdle – 1 CommentI’ve just posted a book review of “I Love you More than my Dog!”
The following five-step action plan for saying sorry to customers was provided by the author (p144) and is worth remembering, so I’ve posted it separately here for east of reference:
STEP 1 = “Delivering a swift response.”
STEP 2 = “Showing humility and empathy for what the customer is experiencing.”
STEP 3 = “Accepting accountability”
STEP 4 = “Providing an honest explanation of what happened and a commitment to improve”
STEP 5 = “Extending the olive branch – to right the situation and mend the relationship”
I know we have a long way to go until we can say that we follow these steps unfailingly in all circumstances…
[...] The author proposes (p144) a five step action plan “that signal to customers that they are important, and that someone is looking after them”: Because it’s important, and I will probably end up referring to this in future posts (and internally), I’ve posted this separately here. [...]