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Take as an example this Reddit story of Mc Donalds worker.

Maybe everything would end differently if not the fact that the representative did not bite his tongue.

Here’s the moral of this story, as long as you don’t want to deal with an infuriated person, you need to give the impression that you’re calm.

A customer is a very difficult creature to deal with.

Here’s what good apology is about accordingly to Jason Fried and David Hansson’s book, “Rework“: Above words make sense when there is no doubt that the problem is your company’s fault.

However, there is a danger that once you start apologizing for something that is not company’s fault, it’s like admitting that you’re to be blamed.

In such case, the best solution is to say: “I am very sorry that you feel this way” or “I am sorry you are not happy with our product”.

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