I suspect that no matter who you are, if someone has wronged you, the first two words you want to hear are “I’m sorry.” But for some people, “I’m sorry” are the two hardest words to say especially in today’s world of business and customer service.
In personal relationships, there are complex psychological reasons why it’s hard to say I’m sorry so this article focuses on the business customer experience.
Learning how, why and when to say “I’m sorry” will almost guarantee defusing a bad situation and allow you to take control of it. You can also apply this to not-so-critical situations and win hearts. Continue reading “Why “I’m Sorry” are two of the Most Powerful Words for a Customer Experience”