Just remember to avoid a deflecting clause too. This is a great method to adopt regardless of the customer’s contact method too - whether you’re using live chat or even video customer support. Most importantly, fully acknowledging frustration before saying sorry shows you've understood the impact this issue has had. It allows you to demonstrate authentic listening too. It might sound all too simple, but this tactic gives them the space to express their opinions. 'So, just to clarify for my records, you're getting in touch because of two consecutive late deliveries?' If you’re speaking to a person over the phone and they’re looking to make a complaint, you should first address their issue by repeating it back to them for clarification.įor example, you might want to say something along the lines of: The best phrase to use when responding to complaints Let's explain a little deeper, looking at a couple of scenarios. The answer lies in not apologising at all - at least, not at first. Whatever the communication channel, how do you demonstrate sympathy and admit fault without seeming incompetent?
Now that we've reached a better understanding of why you should retire this kind of phrase, how do you find an appropriate alternative?
#First moment synonym how to
How to say 'sorry for the inconvenience' the right way It’s proof that businesses that go the extra mile see great rewards. If a business delivers excellent customer service, 78% of customers are happy to do repeat business with them - even following a mistake. You're also missing the opportunity to show that you care - whether through more sincere apologies or an expression of true empathy. In reality, you're annoying your customer even more. After all, they limit your sense of liability. 'We hope to solve the problem as soon as possible.'Īt first, statements like these might seem like a smart move. 'Thank you for making us aware of the issue.' It's the same with other common phrases too. This is because these stock phrases distance your brand from the blame by using passive voice and impersonal language. In short, the best contact agents go as far as making the customers' problems their own.Īpologies like 'sorry for the inconvenience' don't broadcast a dedication to this kind of customer care. If your customer has a problem, they'll always be ready with the right words, addressing the impact of the problem before offering a helping hand.
#First moment synonym professional
'Sorry for the inconvenience' doesn't suggest acknowledgement and ownershipĪ professional customer support representative will always strive to cater to your customers' needs - whatever the contact channel. Lazy canned responses limit your ability to create more positive relationships. Patience and authenticity are hugely important for fostering empathetic understanding. People complain for a variety of reasons, and they want to see a proactive approach to customer support in response.īut if your team offers the same apology for every mistake, they’ll soon learn not to fully acknowledge the customers’ issues. With 58% of American customers switching companies because of bad customer service, you don’t want your team to fall into this trap.
The phrase 'sorry for the inconvenience' not only seems lazy, but if your customer service team get into the habit of using such canned phrases, they can actually become lazier in turn. Here's why: 'Sorry for the inconvenience' is lazy and impersonal While customer support teams who use phrases like 'sorry for the inconvenience' might think they're addressing the issue, they're only scraping the surface. They want to see someone acknowledge the inconvenience caused. They might even be experiencing heightened emotions like anger or irritation.Īs such, they want to express their negative feelings and see your brand taking ownership of the issue to mitigate their problem. If someone gets in touch with your company following a negative customer experience, chances are that they're in a state of frustration or disappointment. Why do customers dislike the phrase 'sorry for the inconvenience'?
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