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This video is from our dealing with complaints pod, which covers a three-step approach to a helpful first response.
If you haven’t met the pods yet, please check out our demo site.
Mary Gober, a well-known customer specialist, offers this 3-word phrase as a really helpful way of dealing in the moment with any customer complaint or concern. And the 3 words are – sorry, glad, sure. Sorry, glad, sure. And it’s worth learning, because it’s a good way of instantly being able to take control of the situation, and work satisfactorily from complaint to something much more satisfactory. So:
So those three words form the basis of a process from difficulty to satisfaction.
I’m sorry it didn’t work. I’m glad you’ve brought it to my attention. I’m sure we can resolve this straight away.
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