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The Apology Peace Process – 5 Actions When Things Go Wrong (CustomerThink)

by on 27 February, 2013

Dove with an Olive Branch

“….The apology peace process between companies and customers is comprised of five actions that signal to customers that they are important and that someone is looking after them:

  1. Deliver a swift response.
  2. Show humility and empathy for what the customer is experiencing.
  3. Accept accountability.
  4. Provide an honest explanation of what happened and a commitment to improve.
  5. Extend an olive branch—to right the situation and mend the relationship.”

Read the whole of the article here.

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From → Customer Insight

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