SurveySensum

MARCH 8, 2024

” Correct Response: “I apologize for the delay in your delivery. ” Correct Response: “I apologize if you had a negative experience with our customer service. ” Correct Response: “I apologize for the inconvenience caused by your unsatisfactory service experience. It’s not a big deal.”

Customer Satisfaction 52

Customer Satisfaction Knowledge Base Customers Social Media 52

Kristina Evey

SEPTEMBER 22, 2015

I could feel that there is a card in the envelope so I figured there was a new membership card enclosed. Instead, there was a letter with a cash card. Costco took the initiative to notify everyone who had purchased this specific shirt and give a $20 cash card for each shirt purchased.

Examples 120

Examples Customer Experience Conference Advertising 120

Beyond Philosophy

MARCH 2, 2020

After listening, the O2 customer service agent proposed replacing our SIM cards to address some of the problems I mentioned. The day after the call with O2 and before the SIM cards arrived, my wife and I attended a concert at the O2 arena in London. I made it home, but, to my chagrin, did not find my SIM cards waiting for me.

Customer Service 188

Customer Service Consulting Wait Times Customers 188

One Millimeter Mindset

SEPTEMBER 12, 2018

And a pile of biz cards fall out. Try to remember who these folks are merely by reading words on their business cards. How many business cards have the person’s name and their title, followed by a lengthy string of professional acronyms? On both sides of their professional card. What do we do next?

Customer Experience 118

Customer Experience Social Media Innovation Sales 118

Helen Dewdney

DECEMBER 6, 2022

Or is it an apology, for example? What should I do if I’ve received a gift card? Buy something for someone else, or sell the gift card, perhaps? If a retailer does, it is very unlikely you will be able to use your gift card. See more information about gift cards on Will your Gift Cards keep on giving?

Retail 75

Retail Consumers Tips Policies 75

CSM Magazine

FEBRUARY 2, 2024

To make matters worse, when I asked for the bill and said I would pay by bank card, the server said I would have to pay at the exit. Apologize and give the reason for the delay: “We are short-staffed today” or “we missed your order, but we are right on it now” This shows that the restaurant values its customers by being honest with them.

How To 52

How To Wait Times Social Media Banking 52

CSM Magazine

MARCH 6, 2020

Apologize when appropriate. If this was a legitimate mistake by your company, apologize to your customer for the error and subsequent inconvenience and frustration. By adding something extra, a discount on a next visit, a follow-up card in the mail or another token of appreciation, you get a customer who is truly delighted.

Fashion 72

Fashion Customer Service Representative Tips Course 72

Comm100

JANUARY 19, 2017

When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Here are some examples of apology letters for poor service, so that you will know what to do should your business need to respond to a similar situation. Apologizing for Billing Issues.

Examples 100

Examples Customer Service Representative Customers Customer Service 100

BirdEye

NOVEMBER 19, 2021

The Customer wants an apology They want to warn others about their “bad experience” The customer is seeking a discount or financial reimbursement The individual wants to see how your business responds. Such as “We apologize for the inconvenience your repair cost you. Here are some common reasons why people write negative reviews.

Feedback 98

Feedback Comparison Guidelines Social Media 98

SurveySparrow

DECEMBER 20, 2023

Signup 14-Day Free Trial • Cancel Anytime • No Credit Card Required • Need a Demo? Apologize sincerely: A heartfelt apology goes a long way. Signup 14-Day Free Trial • Cancel Anytime • No Credit Card Required • Need a Demo? And it’s free to try! Supercharge Feedback with the Best NPS Software! What are Promoters?

Net Promoter Score 52

Net Promoter Score NPS Feedback Loyalty 52

ijgolding

MAY 10, 2018

As a token of how sincere their apology was, they wanted to give each of us a gift – a hand made wooden business card holder. Very random – but very sweet… Genuine hand made Kenyan business card holder anyone? Please accept my sincere apologies. … and totally unnecessary.

Hotels 156

Hotels Travel Culture Customer Experience 156

Totango

MARCH 14, 2019

For example, you may ask, “When did you first notice the charge on your credit card?” Sometimes all a customer wants is a good, old-fashioned apology. Sometimes all a customer wants is a good, old-fashioned apology. For instance, “Giving you excellent service is very important to us, and on behalf of the company, I apologize.”

How To 89

How To Fashion Software Exceptional Customer Service 89

Comm100

MAY 10, 2018

If you play your cards right, complaining customers can become your most loyal patrons – and your most vocal advocates. Apologize – It may not be your fault, but apologize to your customer for any inconvenience or uncomfortable experience. Recommended for you: How to Apologize to Customers Effectively.

Customers 200

Customers eBook Policies Customer Service Training 200

Comm100

JULY 12, 2018

Part of that includes apologizing for the error and acknowledging the failure, but it can also include simple monetary compensation (in this case $5 gift cards) to help the “pain go away.” Apologize with Sincerity. If patients are kept waiting due to a fault of the office, staff are empowered to make good on these mistakes.

Customer Service 103

Customer Service Tips Entertainment eBook 103

Beyond Philosophy

JANUARY 18, 2016

But hopefully, you learned from it, made your sincere apology, and carried on. When she replied she wasn’t expecting, the male flight attendant did not apologize. The airline later sent a flight voucher to apologize for the incident. The CEO Martin Winterkorn apologized and then resigned. Ever blown it with a Customer?

Airlines 60

Airlines Entertainment Banking Hotels 60

Vonage

JANUARY 27, 2016

I received a business card with a realtor’s mailing address printed in four-point type. Who – and – what is a business card for? I felt was embarrassed and apologized profusely. That’s very tiny print (less than half the size of these letters!) Graphic designers love tiny type. It’s so trendy, hip and cool.

Customer Service 120

Customer Service Airlines Hotels Exercises 120

Kayako

JANUARY 12, 2017

But Tom Tunguz describes how pleasant, gratifying and cosseting it was to deal with someone helping him solve a fraud issue he’d experienced with his card. Why I Changed How I Apologize to Customers , by Chelsea Stroh. There’s a lot of hype around how artificial intelligence (AI) might be a revolution (or disaster) in customer service.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Customer Guru

JUNE 19, 2018

Additionally, after the leaders at Starbucks publicly and personally apologized to the two gentlemen, they also announced that they would shut down more than 8,000 stores on May 29, 2018, to provide racial bias training for 175,000+ employees. Post this incident, the customer, Ruby Chen was apologized to and offered a gift card worth $100.

Policies 89

Policies Video Poor Customer Service Customer Retention 89

Kitewheel

OCTOBER 7, 2020

USAA’s mobile app provides a central location for budget planning, credit card payments, checking account access, and investments. Then, the call center representative apologized for the problem at the very start of the conversation. For example, the customer service rep could apologize for an issue with account access.

Customer Confidence 52

Customer Confidence Banking Customer Experience Call Center 52

NetBase

OCTOBER 15, 2018

British Rail companies are using social media to say they are sorry to their customers, but it’s nowhere near a typical response rate – “The Great Western team has issued 30,000 apologies since the start of the year, an average of 110 per day. Only one company, the Northern, apologizes more.) Contact us for a demo!

Social Media 40

Social Media Transportation Effort Score Travel 40

C3Centricity

SEPTEMBER 12, 2016

Nothing was ever too much trouble and apologies abounded for even the slightest mishap. Profuse apologies, not a canned “sorry to have kept you waiting.” Profuse apologies and perhaps even a small extra such as a drink or special treat. On my first day, I spent the morning getting a local SIM card and changing money.

Net Promoter Score 120

Net Promoter Score Airlines Tourism Hotels 120

Help.com

SEPTEMBER 3, 2014

It’s fairly sparse, as the owner apologizes for every time I (and the rest of the Help.com team) walk in. PrintingForLess.com has printed Help.com’s business cards, pamphlets, and related paper related jobs. We recently contacted PrintingForLess about repeating our previous business card orders. PrintingForLess.com.

Customer Service 100

Customer Service Customer Centricity Customers Course 100

CSM Magazine

OCTOBER 25, 2016

Making an apology to customers after things go wrong is positively related to satisfaction with the recovery. When a service employee apologizes to a customer, she conveys politeness, courtesy, concern, effort, and empathy. That number drops to seventy percent when the complaint is not immediately resolved. Compensation.

Customer Confidence 40

Customer Confidence Consulting Customer Satisfaction Study 40

SurveySparrow

MAY 26, 2021

Apologies Can Go A Long Way. However, a quick and sincere apology can still go a long way towards customer retention. So, while drafting your response, make sure you apologize for their trouble! 14-Day Free Trial • Cancel Anytime • No Credit Card Required • Need a Demo? Don’t worry! You can try it now for FREE!

Feedback 52

Feedback How To Net Promoter Score Survey 52

Russel Lolacher

MARCH 15, 2021

After the non-apology apology, I didn’t want to go back. I used to love buying cards, kitchen stuff and housewares there until the cashier was extremely rude to me when my baby woke from a nap crying mid-transaction. Then he admitted they had been addressing issues with her because she’d been having personal problems.

Banking 98

Banking Customer Retention Customers Insurance 98

BirdEye

MARCH 10, 2022

My apologies, [customer name], I’m having trouble understanding your question. Scripts to apologize to an unsatisfied customer: I’m so sorry to hear you are upset [customer name]. I apologize for your negative experience, [customer name]. Do you accept credit cards?” Business name] is here to serve you!

Chatbots 95

Chatbots Software Examples Tools 95

ShepHyken

APRIL 25, 2018

2) Apologize for the problem. Moment of Magic #2: The manager acknowledges the mistake and apologizes, and then offers up a solution. Moment of Magic #4: As if all that wasn’t enough, he wanted to make sure she came back, so he gave her a gift-card for her next visit. 3) Fix it or discuss the resolution. 5) Act with urgency.

Customer Confidence 62

Customer Confidence Customer Service Training Course Customer Service 62

Beyond Philosophy

NOVEMBER 1, 2017

Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions. Wells Fargo took a step in the right direction when it apologized and changed its employee compensation structure.

Banking 110

Banking eBook Consumers Consulting 110

Helen Dewdney

FEBRUARY 20, 2020

Whilst UEFA says no payment has been taken from credit cards for the tickets, it would appear that money has been taken from accounts. I was SO excited to get tickets for this – money has been taken from my account but I've not heard anything back since – no apology or anything.

Hotels 50

Hotels Training Tips Course 50

inQuba

JUNE 21, 2022

Brenda, an affected customer, received a proactive WhatsApp message from the business with an apology, and an acknowledgement that she was being affected by broad outages. This leading South African retail bank uses inQuba to identify stall points in customers’ card application journeys and boost conversions through dynamic interventions.

Omni-Channel 52

Omni-Channel Retail Telecommunications Banking 52

Daniel Group

SEPTEMBER 4, 2014

I fully expected to hear from my representative with a lot of apologies but no solutions. I came to find out that the account had been disabled because of a back charge from the credit card company. I deleted the existing credit card and put in a new one and things were fine. I was pleasantly surprised.

Travel 45

Travel Groups Sales Customer Experience 45

Myra Golden

SEPTEMBER 7, 2016

Just as I was exiting stage left, one of the executives from Customer Satisfaction asked me for my business card and she asked me to write my home address on the back of my business card. The first thing she pulled out was an apology letter from McDonald’s. They apologized for her experience in the drive-thru in Tulsa!

Call Flow 56

Call Flow Video Training Interaction 56

Help.com

OCTOBER 12, 2015

She apologized for making the clerk do extra work. “Don’t be silly, Ms. All our friends now have his business card!! . Half asleep, she noticed the ever-smiling clerk kept leaving the counter to go elsewhere with each step of the transaction. Cook,” said the very patient clerk. “You can check out wherever you like.” .

Airlines 100

Airlines Hotels Customer Centricity Meeting 100

BirdEye

OCTOBER 2, 2020

The best way to manage negative reviews is by apologizing for the inconvenience, offer a resolution right away, and take the conversation offline by providing the reviewer with the best way to contact your business. Businesses typically provide incentives like gift cards and discounts to customers who give referrals.

Marketing 98

Marketing Social Media Software Tips 98

Feedback

NOVEMBER 24, 2016

Long gone are the days when you filled out customer cards and used those to share suggestions for a business’ improvement. You can do this by collecting, managing, and analyzing customer feedback. And, thanks to the Internet, feedback today happens to be ubiquitous. You didn’t send the correct color jacket.

Customer Experience Management 133

Customer Experience Management Customer Experience Management Feedback 133

Helen Dewdney

OCTOBER 8, 2018

They were then given different seat numbers, sat separately on different rows and again with no apology. They were very rudely told that there was nothing they could do and that either they took the alternative seats or not board the aircraft, again with no apology. Read on… Take-Off.

Poor Customer Service 46

Poor Customer Service Customer Service Travel Hotels 46

Customers Rock!

AUGUST 28, 2010

Other ideas on how to create meaningful interactions with existing customers: Birthday cards/anniversary of start of relationship. Customer apologies, where needed. Invitations to customer appreciation events. Asking for customer feedback, then acting on it and letting customers know the results. Customer advisory boards.

Fashion 190

Fashion Hospitality Advertising B2B 190