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Michael View

When sorry doesn't cut it.

09 November 2010

I was waiting at the desk at a hotel recently when I noticed a man who was very upset because his urgent delivery had sat ‘overlooked‘ at reception for 24 hours. When he found it on the reception desk the clerk said ‘sorry‘, but nothing else.

His reply: ‘That does a whole lot of good doesn‘t it?‘ He then proceeded to a conference and related his complaint to 50 other delegates.

A recent study by the British customer relations organization Consumer Forum found that customers were three times more likely to tell their friends about bad customer service than good service, and most respondents said they would take their business elsewhere.

The potential loss of business is incredible.

When someone in your organisation makes a mistake they should not only apologise but ask what they can do to rectify this. This usually diffuses the situation or at least takes the heat out of it.

Anything less is poor training on the part of management and can lose you business

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