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The Power of Apology

geraldrice's avatarrazorlinepress

ApologyIf you are in customer service at any level then you probably have experienced a customer being upset with you, another employee, or your company in general. We’ve all gotten that self-defensive tightness, that ‘fight’ part of our brains that gears up for an argument, even if you do restrain yourself. ‘Hey, it’s not my fault’ (whatever ‘it’ may be) or ‘You’re wrong’ may be a couple responses, although in the heat of the moment those responses probably run a lot more colorful in one’s mind.

But in the spirit of getting actual results, many times it’s most beneficial to have the complete opposite approach to the person at the counter or on the other end of the phone line. Taking ownership of the situation can actually save you time and keep cooler heads all the way around.

I’m suggesting that you say you’re sorry.

I know, I know. You’re…

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About The Owl Lady

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Viv Drewa is a Michigan native who has enjoyed reading and writing since 1963. Though she studied medicinal chemistry at the University of Michigan, her passion has always been writing. She had been awarded third place for her nonfiction short story about her grandfather's escape from Poland. Later, she rewrote this story and was published in the "Polish American Journal" as "From the Pages of Grandfather's Life" and has republished it on Amazon.com as a short story. Viv took creative and journalism courses to help in her transition to fulfill her dream of becoming a writer. She worked as an intern for Port Huron's 'The Times Herald", and also wrote, edited and did the layout or the Blue Water Multiple Sclerosis newsletter "Thumb Prints." She also has a business promoting authors. Owl and Pussycat Book Promotions. Viv, her husband Bob and their cat Princess, live in Port Huron, Michigan.

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