Despite our best efforts, sometimes we simply can’t help our customers—or worse, we have caused or contributed to their issues. A sincere apology is required, but too often we rely on trite phrases like “We regret any inconvenience this may have caused.” These “Sorry, not sorry” apologies do more harm than good. In contrast, an honest, well-delivered apology is one of the best ways to build rapport with customers and to ensure first contact resolution. In this unique session you’ll learn the hidden costs of insincere apologies, tips for creating effective apology wording, the important difference between empathizing and apologizing, and much more.