When it comes to customer service, I firmly believe most people have good intentions and the majority of confrontations are the result of a misunderstanding.
Whether we intentionally or unintentionally set out to upset the customer, the outcome is still the same. Because 'if a customer believes they have a problem - they have a problem' and it’s our job to sort it out.
Saying “I’m sorry” is one of the most powerful phrases to use. It demonstrates real humility and actually increases our chance of calming the customer, as they feel valued and heard. If we miss the opportunity to apologise, we can lose a customer. Yet if we embrace it, we can gain a customer for life.