A platform for research: civil engineering, architecture and urbanism
A platform for research: civil engineering, architecture and urbanism
Building Trust in Your Utility: When Not to Apologize
When a utility makes a mistake that affects its customers, an apology is warranted from the utility's management, not from its customer service staff.
Customer service representatives should not immediately apologize when a customer issues a complaint if the event facts are unknown or as a response to a given, such as rates.
Knowing when to apologize, and when not to, is important for engendering customer trust in a utility.
Building Trust in Your Utility: When Not to Apologize
When a utility makes a mistake that affects its customers, an apology is warranted from the utility's management, not from its customer service staff.
Customer service representatives should not immediately apologize when a customer issues a complaint if the event facts are unknown or as a response to a given, such as rates.
Knowing when to apologize, and when not to, is important for engendering customer trust in a utility.
Building Trust in Your Utility: When Not to Apologize
Goetz, Melanie K. (author)
Journal ‐ American Water Works Association ; 113 ; 78-82
2021-01-01
5 pages
Article (Journal)
Electronic Resource
English
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