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Regular Contributor
Posts: 174
Registered: ‎11-30-2010

Re: Why can't companies teach employees to say "We're sorry"

Companies that value customer relationships will go out of their way for service recovery.  Only 10 years ago I recall Time Warner sending fresh cookies for missing a service call.  Times have changed, but a non scripted genuine "I am sorry" does go a long way.

Trusted Contributor
Posts: 1,509
Registered: ‎07-18-2016

Re: Why can't companies teach employees to say "We're sorry"

Keep in mind these employees just go to their job every day and answer calls 8 hours with nearly everyone upset. Nobody calls just to make their day happy. They didn't themselves cause the problem to be sorry. Some are probably more sorry they take calls all day from angry customers and having to deal with another department being at fault. An apology wouldn't be sincere even if they said it. I agree it would be nice to get compensation in some way.

Super Contributor
Posts: 257
Registered: ‎02-11-2012

Re: Why can't companies teach employees to say "We're sorry"

September, I second your emotion about Amazon!  Their CSRs always respond with concern and are swift to offer some compensation.  I have to wonder about companies that offer neither courtesy nor compensation.  Maybe their mistakes are SO systemic that their CSRs are just battle-weary.  Maybe their mistakes are SO rampant that they could not possibly survive if they offered compensation.  Of the few issues I have had with Amazon, all but one involved the local company they use for same-day deliveries in my area.  Even tho these people have not absorbed the Amazon customer care ethic, I appreciate that Amazon makes up for them without hesitation.  Woman Happy

Trusted Contributor
Posts: 1,651
Registered: ‎03-26-2010

Re: Why can't companies teach employees to say "We're sorry"

I had an issue with American Express many years ago. They made the billing mistake, and sent the subsequent nasty letter.  When I called customer service, the person admitted the mistake. I asked for an apology, and was told that, "American Express does NOT apologize".  I asked to speak to a supervisor who repeated her statement that "American Express does NOT apologize" .  I cut up my card immediately and sent it back to them.

Respected Contributor
Posts: 2,151
Registered: ‎03-09-2010

Re: Why can't companies teach employees to say "We're sorry"

Unfortunately Customer Service is going downhill. I rarely get a sorry for something that was their fault or error. The only company that apologizes is Amazon when something wasn't delivered on time or received broken or other issues. 

 

I was in Target and the CS rep there does not say sorry or care about customers. I understand she gets a low wage and feel for her but she really took her time dealing with returns or price checks or refunds etc and some people left the line. No sorry we had to wait so long on the line she held up. 

Honored Contributor
Posts: 13,636
Registered: ‎03-09-2010

Re: Why can't companies teach employees to say "We're sorry"


@suzyQ3 wrote:

@Gspgirl wrote:

They might be training them to not apologize.  They don't want any liabilities.  That's why we no longer do business woth Time Warner.  Rude and unapologetic.


Interesting, @Gspgirl. We've always had excellent and very courteous experiences with TW.

 

I'm surprised too. I have had such good experiences with them and now that they are spectrum, the 2-3 times I've called, they have been so polite and apologized if they had me wait at all or even when I didn't think they needed to apologize.

One's I didn't have such good experiences with were comcast and verizon. Maybe its different parts of the country or different reps but I do think some companies are trying to step it up with better customer services since across the board it has gotten so bad each decade.

I've noticed this about airlines too-some are really concentrating on politeness and customer appreciation and others-not so much.

I think the smart ones are realizing that if their customer service is bad, people will leave-"We're mad, and we're not going to take it anymore!" (that great quote from NetworkSmiley Happy

 

 


 

"If you walk the footsteps of a stranger, you'll learn things you never knew. Can you sing with all the voices of the mountains? can you paint with all the colors of the wind?"
Honored Contributor
Posts: 19,733
Registered: ‎10-04-2010

Re: Why can't companies teach employees to say "We're sorry"

I've been lucky with the people that I've had to deal with, and I love it at the end, even if they had to read it off a card, they say you're welcome (back to me) and ask if there's anything more that they can help me with. Usually, they've been prompt and really treated me like I was their only customer. No rushing, no long holds on line. They have it together on their end.

 

In the same respect, I remember that they aren't probably the person or persons who created the problem or mistake. Mutual respect for both.

 

It's not people we're trying to get right, it's the problem. 

Sending joy, prayers, love and gentle hugs to all who need them this holiday season.
Honored Contributor
Posts: 12,790
Registered: ‎03-09-2010

Re: Why can't companies teach employees to say "We're sorry"

Because they're not?

Regular Contributor
Posts: 241
Registered: ‎03-10-2010

Re: Why can't companies teach employees to say "We're sorry"

I was recently visiting my daughter and her family in Colorada and was taking the shuttle back to the airport as they both had to work.  The shuttle always comes early and I have never had a problem.  This day they were over a half hour late and when the driver got out of the car to get my bag all he said was "it's not my fault"!  No apology or not another word the whole way to the airport.  Needless to say I got to the gate at the airport to hear final boarding call for my flight.  I made it it but if anyone got held up at security or just couldn't move as fast as I did they would have not made it.  I have worked in customer service for 40 years, the first thing they teach you is to empathize with the customer.  An apology goes a long way especially when the customer is in conviencied.

It is what it is!!!
Honored Contributor
Posts: 40,819
Registered: ‎03-09-2010

Re: Why can't companies teach employees to say "We're sorry"


@catwhisperer wrote:

AT&T is the worst in my book.


 

 

i think everyone must have very unique experiences.

i have been with ATT since around 2003 and they have always taken good care of me, both in the store and on the phone.

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"The world is a dangerous place, not because of those who do evil, but because of those who look on and do nothing." - Albert Einstein