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It's a mistake to refuse an apology to angry customers. Here's how to get really good at saying 'I'm sorry.' Years ago when working for a large corporation I attended a meeting that was hosted by our corporate counsel and loss prevention department. The gist was to educate all of us on the pitfalls of saying "I'm sorry" when dealing with a customer service issue or complaint.

It's a mistake to refuse an apology to angry customers. Here's how to get really good at saying 'I'm sorry.' Years ago when working for a large corporation I attended a meeting that was hosted by our corporate counsel and loss prevention department. The gist was to educate all of us on the pitfalls of saying "I'm sorry" when dealing with a customer service issue or complaint