The customer might always be right, but apologies actually backfire in customer service
The customer is always right. It's the first rule of customer service, one that often means "I'm sorry" is the de facto response if mistakes are made. But a new study published in the Journal of Consumer Research indicates that the age-old maxim might not hold water. In fact, apologies might actuall...
Image: Phys.org
The customer is always right. It's the first rule of customer service, one that often means "I'm sorry" is the de facto response if mistakes are made. But a new study published in the Journal of Consumer Research indicates that the age-old maxim might not hold water. In fact, apologies might actually make things worse, both for businesses and customers.
Originally published at Phys.org
