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Most company replies to emails that describe problems do not include an apology

Most company replies to emails that describe problems do not include an apology. To not apologize to a customer who has experienced a problem is to miss an opportunity. Making an apology to customers after things go wrong is positively related to satisfaction with the company’s «recovery.» When your employees apologize to customers, they convey politeness, courtesy, concern, effort, and empathy..

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