Sorry seems to be the hardest word.

biscit

Why do people in customer service positions so rarely say sorry? Is it just me failing to register when they do?

Sure there are situations when the problem is down to the customer failing to understand something simple that it was reasonable to expect the average layman to get. I've done that, and if you're honest, you've all done it too.

But often I've experienced an error or an unsatisfactory piece of service and there's been no contrition. No I'm sorry our service has been less than satisfactory.

Are service representatives taught not to say sorry because it looks like an admission of culpability, and could be used by some customers to leaver compensation? Is it just the attitude that "Well I'm not personally responsible, so why should I say sorry?" I'm sure this is counter-productive and many more people would be willing to accept that stuff happens if they get an immediate apology without going to the faff of a formal complaint.

paddyrg

biscit wrote: »

Are service representatives taught not to say sorry because it looks like an admittion of culpability

That's exactly why.

biscit

Hmm... well I'm not sure that doesn't cause more problems than it solves. It certainly comes across as rather rude.

hollydays

I have experienced this a lot too.I just assume it's because some people have attitude and don't think they should apologize for something that was not their fault,even though it was the companys fault.How hard is it to say " I am terribly sorry madam," take ownership, and quickly put the problem right.Often,I have to chase around to the Management,and it as this point I usually decide I want a "goodwill" payment for time wasted.I usually get it too.

liam8282

I have recently experienced the opposite, people in Customer Services saying sorry, because it seemed easier for them to apologise because they had no valid explanation for the mistake.

It was annoying that the CS was apologising when it was not their fault and the person at fault would probably not even get to know about the complaint.

fluffnutter

biscit wrote: »

Is it just the attitude that "Well I'm not personally responsible, so why should I say sorry?"

This is the reason. It's compounded by the breakdown in the psychological contract that exists between employer and employee. Basically, employees are so hacked off at being treated like shit by the companies they work for, they stop caring about the service, the product, anything. So when someone phones up with a complaint, they're reluctant to take any ownership and apologise for a problem that, chances are, they didn't personally cause. Someone else caused it, the company caused it. And they're so disenfranchised at the company themselves they're damned if they're going to apologise.

biscit

Ah... like when you're offering constructive feedback and get a generic complaint response?

fluffnutter

It's also ego. Some people simply can't bear to apologise - which makes them a rather bad choice for a customer services representative...

It's also cynicism. Customer services reps probably get really annoyed with the general public - they get spoken to like dirt, get asked the same questions over and over again, have to appease people who've actually caused the problem themselves etc. It's no wonder they get a little hardened to it all. But again, I'd say they're not necessarily suited to the role if this really bothers them.

They're also not trained properly.

hollydays

fluffnutter wrote: »

This is the reason. It's compounded by the breakdown in the psychological contract that exists between employer and employee. Basically, employees are so hacked off at being treated like shit by the companies they work for, they stop caring about the service, the product, anything. So when someone phones up with a complaint, they're reluctant to take any ownership and apologise for a problem that, chances are, they didn't personally cause. Someone else caused it, the company caused it. And they're so disenfranchised at the company themselves they're damned if they're going to apologise.

No, I,don't get this.To me,its just staff who have not been brought up well,they don't understand who is paying their wages and that they are there to retain customers.It's called customer service.If you are one of these people who don't like dealing with the public,don't choose a job where you do.

hollydays

ok,you just kinda said this too!

fluffnutter

hollydays wrote: »

No, I,don't get this.To me,its just staff who have not been brought up well,they don't understand who is paying their wages and that they are there to retain customers.It's called customer service.If you are one of these people who don't like dealing with the public,don't choose a job where you do.

I agree with that too. The reasons for bad service are manifold.