Cheat Sheet – Customer Service Apology Statements Related Articles Training Cheat Sheet - Effective Questioning Training Cheat Sheet – Handling Customer Objections Training Cheat Sheet – Building Great Rapport Training Cheat Sheet - Closing Techniques © Sureeporn Teerasatean - Shutterstock - 660191515 599 Filed under - Essential Call Centre Tools, Apologies, Call Handling, Downloads, Printable, Training Customer service apologies aren’t as simple as saying sorry. Apologies need to be personalized so that they avoid sounding rehearsed. In addition to that, your actions after saying sorry will influence whether or not the customer believes that your apology was authentic. So it’s important that an advisor follows this six-stage process and feels confident in what to say in each: Listen carefully and respectfully ask probing questions to fully understand what you are apologizing for. Personalize and say sorry, referring back to the customer’s account and adding empathy. Provide reassurance and a sense of immediacy to assure the customer that they are in good hands and to highlight that you really meant your apology. Make a commitment and take ownership of the customer’s issue to relieve them of “the weight” of their problem. Share the customer’s problem and work together to find a solution. Summarize the call after repeating your apology and say what happens next to ensure that everyone is on the same page. For a quick run-through of some customer service apology phrases you can give to your team we have put together a free downloadable list of customer service apology statements for you. Printable Cheat Sheet – Customer Service Apology Statements Do you want to download this to share with your team? Get your free download of the Customer Service Apology Statements Cheat Sheet now: Cheat Sheet – Customer Service Apology Statements in Printable Word Format Version: 1 Date Added: 24th March 2023 File Type: .docx File Size: KB Category: Tools Download Link: Download This cheat sheet is available in a downloadable Microsoft Word format so that you can customize it for use in your contact centre. Download Free Cheat Sheet – Customer Service Apology Statements in Editable Word Format For more great advice on making effective and meaningful customer service apologies, read these articles next: 21 Customer Service Apology Statements – With Examples 10 Alternative Ways to Say: “Sorry for the Inconvenience Caused” “Sorry for the Inconvenience” – How to Offer a Genuine Apology Author: Robyn Coppell Published On: 24th Mar 2023 Read more about - Essential Call Centre Tools, Apologies, Call Handling, Downloads, Printable, Training Recommended Articles Training Cheat Sheet - Effective Questioning Training Cheat Sheet – Handling Customer Objections Training Cheat Sheet – Building Great Rapport Training Cheat Sheet - Closing Techniques Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter