We’ve all heard it…………. The Customer Service Representative who says “I’m sorry” for your trouble Mr. DiGirolamo (insert your name where mine is).
No they’re not; we all know it. They’re told to say that. They’re not REALLY sorry.
Wouldn’t it be great if they said things like:
- You’re right Mr. DiGirolamo, the clown who opened your account had no clue what he was doing.
- It’s in the terms and conditions that you checked off/accepted and didn’t read. No one reads them. It’s silly and pointless to even have them.
- I agree, the policy is moronic and the people who run this place are so out of touch with the customer.
- But if I do that we make less profit
Like yesterday, I walked into my bank to close an account. I was asked why. My response was “there will be a $35 fee for me to give you that reason. Please close my account.” The woman in the bank was not amused. Don’t like when the shoe is on the other foot, do ya?
I believe employees want to help customers and have a great employee experience. I believe employees want to make right when customers are not happy. But truthfully, I think this “I’m sorry” nonsense has got to go.
Humor will always prevail over platitudes. Always.
Next time your front line people gather for a team meeting or training session, why not spend some time laughing at the repeated complaints that they here from customers and devise some humorous responses. Even if you only use them for yourself, you’ll create a great employee experience. If you share them with the customer it’ll be a double bonus.
And if you need help with this I’m always available for hire?