Cheat Sheet – Customer Service Apology Statements

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.