Monday, May 14, 2007

The Five Languages of Apology In the Workspace

The F I V E LANGUAGES OF APOLOGY

EXPRESSING REGRET: “I am sorry”

ACCEPTING RESPONSIBILITY: “I was wrong”

MAKING RESTITUTION: “What can I do to make it right?”

GENUINELY REPENTING: “I’ll try not to do that again”

REQUESTING FORGIVENESS: “Will you please forgive me?”

The LEARN Policy
L = Listen. Hear the customer’s complaint.
E = Empathize. Let the customer know that you understand
why they would be upset.
A = Apologize.
R = Respond and react.Try to make things right.
N = Notify. Get back in touch with the customer and let them
know what action has been taken.

You can download ApologyStudyGuide_Workplace with pdf file format from below:
http://www.megaupload.com/?d=Z1403H61
Enjoy you and your staff well training!

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