Apology and forgiveness: how do you regain customer trust when things go wrong?
Chief Executive (U.S.) › Nbr. 2007, December 2007
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Summary
RELATIONSHIP MANAGEMENT
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Apology and forgiveness: how do you regain customer trust when things go wrong?
It is undeniable that at some point your business will suffer a failure that disappoints customers. The measure of a company is defined in these moments.
[ILLUSTRATION OMITTED] Customers see your true colors at these times more than any others. How you explain, react, remove the pain and take accountability for your actions signals loud and clear your sentiment and the collective 'h...See the full content of this document
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