If You Apologize to Customers Sincerely, You Can Cut Formal Complaints (Nearly) in Half

  How did Robin Fentress, Director of Customer Support for Bluegrass Cellular, win a $25,000 award and cut formal complaints by 43%? By teaching her customer service team to show empathy and apologize sincerely, of course.  When Robin and I reconnected this year, I knew I wanted to interview her. We’d met at an ICMI […]