下載應用程序Restitution in the Marketplace預覽
Part II
According to a 2016 Association of Psychological Science article, when customers are wronged, there are three critical elements in an apology. The first element in our series is acknowledging personal responsibility.
Years ago, I filled my car at a gas station. One block later my car sputtered and died!
When I realized I had been sold bad gasoline, I was ready for a battle. The manager, however, defused my anger when he calmly said, “I am so sorry! We discovered water in the tank and we will pay for you to have your engine replaced.”
Proverbs 28:13 teaches, “He who conceals his transgressions will not prosper, but he who confesses and forsakes them will find compassion.”
If you’ve made a mistake, take responsibility. It may salvage a customer relationship.
關於此計劃
“The customer is always right” is a common expression used in the business world. Still, business men and women sometimes find themselves in a position of wrongdoing, often finding it hard to know how to make things right. In the coming days, we will walk through the three most critical elements of a compelling apology and give practical wisdom on practicing restitution in the marketplace.
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