Effective customer service is not just about getting it right but knowing what to do when we fail to deliver. This is especially important for front line customer service employees who may fear losing their jobs when customers are unhappy. Marketing Guru Seth Godin suggests a simple statement every customer service person in our company (isn’t that each of us?) should know and be authorized to use when dealing with our clients and customers.
Find out a little more about the most difficult sentence. It may seem self-evident to us, but does the person on the front line feel safe saying it?