Mistakes happen. We are human after all. Tim Riesterer shares how to deal with mistakes and the importance of an apology message and intentionally delivering it to the customer.
When delivered well, an apology message can improve the customer relationship to the point where it is stronger than if the mistake had never happened, a phenomenon known as the service recovery paradox.” – Tim Riesterer
Source: Harvard Business Review, May 5, 2023. Link. It is critical to explicitly document the apology effort made to the customer. That way, if someone makes another mistake in the future, the company can turn to an objective framework to craft a new apology message.
Also see: Search results for: apology, AHD. Link.