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This video is from our dealing with complaints pod, which covers a three-step approach to a helpful first response.

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sorry, glad, sure

When the customer has a complaint, you need a way of having a first response that’s helpful and reassuring; this three step process will help you achieve this…
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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:

  • I’m sorry…that it hasn’t worked.  I’m sorry that it’s been late.  I’m sorry you’ve had to wait so long
  • I’m glad…you brought it to my attention.  I’m glad you’ve told me about it.
  • I’m sure… we can work something out.  I’m sure I can find a replacement.  I’m sure I can get that to you today.

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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We know it’s a faff
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We know it’s a faff
And a bit of a pain;
But it really helps us
Stay on top of our game…