Lesson 7: APOLOGIZE TO THE CUSTOMER

• Apologize


  An expression of regrets for something done wrong.
• Customer evangelist


  Refers to the customers actions voluntarily of actively spreading the good words to their friends and relatives about your services.
• Disservice


  Refers to an unjust or harmful action.
• Empathy


  It is the ability to share someone else's feelings or experiences by imagining what it would be like to be in that person's situation.
• Gratitude


  It is a strong feeling of appreciation to someone who has done good or help.
• Below are some of the words used in apologizing in the guest:

  1. "I understand how you feel"
  2. "I see, I apologize, I am sorry''
  3. " I can see how you might feel the way"
  4. "I understand you are not happy about the wait sir, but we are working as fast"
  5. "We really appreciate your patience and willingness to wait"
  6. " Perhaps you would like to have a drink and at the bar until your table is ready".
• L-isten


  to the customers' problems/complaints. Give them your full attention while they are talking and show sincerity that you care, feel them and that you are willing to help.
• A-pologize


  Let them feel that you are sorry of his bad experiences.
• S-olve


  the problem. if you don't know how to resolve it, then call somebody to help you. You may call the manager for assistance.
• T-hank


  the customer for bringing the concern and calling your attention.