Sorry / Not Sorry

I've recently had a couple of instances where the customer service has been less than satisfactory. One in particular really stood out, and I was extremely disppointed. I politely let them know that the service was less than exemplary, and instead of an apology, I received passive-aggressive comments before they apologised for me - on my behalf. The whole "Sorry you see it that way..." thing.

I suspect someone in management once shared the idea you can sound like you're apologising without actually being sorry, while placing the blame on the other person.  Probably learned it in a CPD session.

But that's OK. It was only an enquiry and they lost my potential custom.

On the other hand, I recently placed an order which messed up due to a glitch in the system. I gave them a phone call, a reasonably lasrge local company, and they were friendly, funny and helpful.  Oh, and they apologised.

See the difference? One took responsibility and sorted it out quickly.

None of us are perfect. Mistakes happen. I try to admit to them when I'm behind them, apologise, and move to quickly remedy the situation.  I don't always get it right, but sometimes all it takes is to be honest and open.