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Apologies Game - Mobile
Paola Lancaster
Created on June 10, 2024
Review the four parts of a sincere apology in a customer service context.
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Transcript
Let's play!
Offer an immediate solution for the error.
RECTIFICATION
Show understanding and concern for how the customer was affected.
EMPATHY
Accept full responsibility for the error without making excuses.
RESPONSIBILITY
Say 'sorry' and restate the issue reported by the customer.
Acknowledgment
"It must have been so frustrating when your order was delivered incorrectly."
"We can't take responsibility for the long wait. You should've gotten in line earlier."
The first component of an apology is acknowledging what went wrong and saying 'sorry.'
Which of these is the recommended order when putting an apology together?
Drag and drop to arrange the sentences in the correct order.
Carefully read and consider the customer's complaint.
"I ordered a waffle with extra strawberries, but it came without any strawberries at all. This is really disappointing. I even made sure to repeat my order two times."
"Excuse me, but I ordered my waffle gluten-free and this is a regular one. This could've given me some serious issues. I can't believe you guys would make a mistake like that!"
"This table is disgusting! Did anyone even wipe it down before we were seated here? And we didn't get the high chair we requested for our daughter, either."
"Can you help me, please? I've been overcharged on my bill. I just checked the receipt and it shows that I was charged for two coffees when I only ordered one."
You've successfully resolved all four customer issues by offering sincere and effective apologies!