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Dear Best Buy: Saying Sorry is Nice, Being Customer-Centric is Better

Brian Cantor

A business that upsets customers should apologize. A business that is truly sorry knows that an apology is only the beginning of making it right. So aggressively trained and conditioned to show remorse when working with customers, many contact center representatives forget that feeling the remorse—and acting on it—is the more important behavior. Meaningful apologies are not built from a script but from a legitimate acknowledgement that one was wrong and a legitimate desire to m...
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