http://blog.getsatisfaction.com/2007/03/18/the-rise-of-the-apology-industrial-complex/ The Get Satisfaction blog Thu, 19 Nov 2009 15:48:49 +0000 http://wordpress.org/?v=2.8.5 hourly 1 http://blog.getsatisfaction.com/2007/03/18/the-rise-of-the-apology-industrial-complex/comment-page-1/#comment-7399 Online Customer Care Tips: Defensive vs. Offensive Customer Service Fri, 13 Feb 2009 04:37:46 +0000 http://blog.getsatisfaction.com/2007/03/18/the-rise-of-the-apology-industrial-complex/#comment-7399 [...] Apology Program: Mistakes happen. Unfortunately, sincere apologies usually don’t. Learning the art of an effective apology will greatly exceed the expectations of your customers. Imagine getting a call from a manager, who [...] [...] Apology Program: Mistakes happen. Unfortunately, sincere apologies usually don’t. Learning the art of an effective apology will greatly exceed the expectations of your customers. Imagine getting a call from a manager, who [...]

]]> http://blog.getsatisfaction.com/2007/03/18/the-rise-of-the-apology-industrial-complex/comment-page-1/#comment-1497 marie Propst Tue, 19 Feb 2008 01:50:06 +0000 http://blog.getsatisfaction.com/2007/03/18/the-rise-of-the-apology-industrial-complex/#comment-1497 I am trying to fined a way to report a problem with our RV . The Toilet will not flush proper and it always cloggs up I want to know if this is a problem others have reported with a split bathroom. It seems the toilet does not sit right over the black water tank and causes a problem If I am contacting the wrong person maybe you could help me find out who I need to speck to Thank-You Marie I am trying to fined a way to report a problem with our RV . The Toilet will not flush proper and it always cloggs up I want to know if this is a problem others have reported with a split bathroom. It seems the toilet does not sit right over the black water tank and causes a problem If I am contacting the wrong person maybe you could help me find out who I need to speck to Thank-You Marie

]]> http://blog.getsatisfaction.com/2007/03/18/the-rise-of-the-apology-industrial-complex/comment-page-1/#comment-182 Why Customer Service is the New Marketing at Demand Satisfaction! Tue, 20 Mar 2007 19:19:27 +0000 http://blog.getsatisfaction.com/2007/03/18/the-rise-of-the-apology-industrial-complex/#comment-182 [...] JetBlue and Southwest have been mastering the art of the apology. What’s so surprising is the extent to which they’re encouraging customers to talk back online in independent channels such as YouTube. Uncensored, unmoderated, out of control. [...] [...] JetBlue and Southwest have been mastering the art of the apology. What’s so surprising is the extent to which they’re encouraging customers to talk back online in independent channels such as YouTube. Uncensored, unmoderated, out of control. [...]

]]> http://blog.getsatisfaction.com/2007/03/18/the-rise-of-the-apology-industrial-complex/comment-page-1/#comment-178 Jonathan Mon, 19 Mar 2007 17:41:59 +0000 http://blog.getsatisfaction.com/2007/03/18/the-rise-of-the-apology-industrial-complex/#comment-178 It's funny just how hard it is to get used to apologizing. The other day Thor, Amy, and myself (3 founders of Satisfaction) were faced with a customer complaint ourselves, and Thor and I both thought we shouldn't apologize. Amy said something like "Hello!? Have you even been reading our own blog? We didn't do well enough and we should start by apologizing." We did. It’s funny just how hard it is to get used to apologizing. The other day Thor, Amy, and myself (3 founders of Satisfaction) were faced with a customer complaint ourselves, and Thor and I both thought we shouldn’t apologize. Amy said something like “Hello!? Have you even been reading our own blog? We didn’t do well enough and we should start by apologizing.” We did.

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