An Apology Done Right!
Last night on the train ride home I was sitting across from a woman who was clearly dealing with an unhappy customer on the phone. It sounded like unhappy enough to be leaving for another service provider. The way she was handling this difficult call (at least from my end) impressed me. Based on her willingness to be held to account, vocalising that she heard her client and expressing empathy,
April 17, 2015