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 […]

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 […]