By: Shep Hyken (submitted by Carmen Gass)

“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article (The Five Best Things to Say to an Angry or Upset Customer), but I want to dive into the “I’m sorry” comment a little deeper.

Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.” I appreciated those words. I felt that I was being heard and even understood. That was until a minute later when the agent once again said, “I’m sorry.” Read more here.