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"To Move from Woe to Wow with an Unhappy Customer. . . Apologize Thank your customer for raising the issue. Apologize sincerely"never argue. Own the problem, even if it is not your fault. Show genuine concern in your gestures, posture, and tone of voice. Take your customer at their word without questioning their motives or integrity."
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Exlpore more Apology quotes
"Just say "I'm sorry. It's not a tongue twister. It does not need repeating multiple times. The phrase is simple and short, easy to articulate. And the last time I checked, it sounded just as good-if not better-in a whisper. So just say it; say "I'm sorry."
"Saying 'I'm sorry' is saying 'I love you' with a wounded heart in one hand and your smothered pride in the other."
"When she opened her door, Levi was sitting in the hallway, his legs bent in front of him, hunched forward on his knees. He looked up when she stepped out."I'm such an idiot, he said.Cath fell between his knees and hugged him."I can't believe I said that, he said. "I can't even go nine hours without seeing you."
"Apologize!That's the least you can do to try to make right something you have wronged."
"Women live lives of continual apology. They are born and raised to take the blame for other people's behavior. If they are treated without respect, they tell themselves that they have failed to earn respect. If their husbands do not fancy them, it is because they are unattractive."
Explore more quotes by Susan C. Young
"Think about the people in your life with whom you have the most engaging dialogue-the ones who will listen to you and consider your opinions regardless of the topic. They'll stop whatever they are doing to give you their full attention. They become completely present and hear you."
"Eye Contact. Direct eye contact is one of the best compliments you can give to another. You are subliminally telling them that you are listening, they matter, and that what they have to say is important."
"Whether it is in a sales situation, love at first sight, a husband and wife having an important conversation, a parent disciplining a child, or a teacher instructing her students, eye contact is a powerful body language for enriching engagement, focus, and communication."
"Handshakes, Hugs & Other Touching. Learning how to touch appropriately can elevate your presentation, demonstrate respect, and convey confidence."
"Considerations & Exceptions for Impressive Handshakes Be mindful of a person's age; be tender with arthritic hands. In that case, a loose and gentler handshake is a gesture of sensitivity and compassion. Show interest; even if your right hand is full, offer your left hand. Demonstrate respect when you are caught in an introduction while seated; try to stand. Be instinctive about when to allow the length of your handshake to linger to express unity, connection, or sympathy."
"Who are we the most comfortable with? People who are the most like us! The "Similarity-Attraction Hypothesis (Newcomb, 1956) found that similar (real or perceived) personalities are a major determinant of our likability and friendship choices. It is simply human to gravitate toward people like us. This tribal inclination runs the gamut across demographics of age, ethnicity, culture, education, religion, and even personality style. Mirroring will enable you to find ways to create the comfort of familiarity through similarity."
"Punctuality has been called a "homely, but solid virtue. Although it is not fancy, it is a strong reflection of a person's character."
"Without proper readiness, we're subject to a 'flub,' or a costly mistake which might have been easily prevented with some simple homework beforehand. Failing to do so deteriorates credibility and reputation, leaving us vulnerable to an unfavorable impression."
"A high self-esteem can quickly deteriorate into egotism, arrogance, and an over-confidence that can backfire and turn people off."
"Have you ever had a legitimate complaint as a customer which made you angry, upset, or frustrated? How was it "handled?" If you were dealing with an inept, uncaring, or untrained employee, they may have made matters even worse by being rude, defensive, or apathetic. Simple acknowledgment and validation of your complaint is sometimes all that is needed. Without it, you're left frustrated or upset."
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