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Clearly, this occasion did trigger trouble; there's no "may have" about it. Second, "any" is generic. Com, Finity knows what type of hassle is included when a customer misses a preferred program. Third, we would never ever say this to a customer personally. If you would never ever state something to a customer in person, don't compose it.

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What should you compose rather of, "We regret any trouble this may have caused"? One dependable strategy is to call the inconvenience and admit that it occurred. Here's a modified version of the Com, Finity reaction to Susan: Thank you for calling us about the outage. We're truly sorry about the inconvenience of missing out on the season finale of The Voice.

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Do you have time to do that now or would later this evening work better? Pointer 2: Set "I'm sorry we ..." with "We should have" Apologizing to a consumer is about taking responsibility for a bad or disappointing thing that's taken place. It's also about confirming the customer's point of view, seeing things from the client's perspective.

Often a wronged consumer requires a little extra. Need More Info? to writing your apology is to match the I'm sorry part with reference of what ought to have occurred or what you need to have done. Here are a few examples: I'm sorry we gave you the wrong info about how to update your online account.

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We're sorry that you had problem discovering the images you had actually stored on Stock, Foto. We ought to have let you and our other Platinum Plan clients know that we were upgrading our database, so our online library had some problems the other day. I'm sorry we took so long to respond to your request to upgrade your expired VPN certificate, especially because you were at a client's site, not in your office.

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Pointer 3: Follow Your Apology with an Empathy Declaration. A sincere apology makes points with a dissatisfied customer, and if you follow it with an empathy declaration, you make lots of points. It's hard to inform which part relieves the consumer more. Is it the apology, in which you take responsibility for the wrongdoing? Or is it the empathy statement, in which you see the scenario from the consumer's point of view? No matter.