As support professionals, we do our best to help customers resolve their issues. Sometimes we look like rock stars, and sometimes resolution is more difficult, maybe even unattainable. In these cases, emotions run a little higher and it’s crucial that we treat the customer with respect and sincerity, avoiding trite responses like the classic “we regret any inconvenience this has caused.” That’s sounds a lot like “sorry, not sorry,” and insincere apologies can increase contact volume, especially in email, chat, and social media. In this unique session, you’ll find out how to better empathize with your customers by avoiding passive aggressive nonapologies when providing customer support.