It's the same with other common phrases too. This is because these stock phrases distance your brand from the blame by using passive voice and impersonal language. In short, the best contact agents go as far as making the customers' problems their own.Īpologies like 'sorry for the inconvenience' don't broadcast a dedication to this kind of customer care. If your customer has a problem, they'll always be ready with the right words, addressing the impact of the problem before offering a helping hand. 'Sorry for the inconvenience' doesn't suggest acknowledgement and ownershipĪ professional customer support representative will always strive to cater to your customers' needs - whatever the contact channel. Lazy canned responses limit your ability to create more positive relationships. Patience and authenticity are hugely important for fostering empathetic understanding. People complain for a variety of reasons, and they want to see a proactive approach to customer support in response.īut if your team offers the same apology for every mistake, they’ll soon learn not to fully acknowledge the customers’ issues. With 58% of American customers switching companies because of bad customer service, you don’t want your team to fall into this trap. The phrase 'sorry for the inconvenience' not only seems lazy, but if your customer service team get into the habit of using such canned phrases, they can actually become lazier in turn. Here's why: 'Sorry for the inconvenience' is lazy and impersonal While customer support teams who use phrases like 'sorry for the inconvenience' might think they're addressing the issue, they're only scraping the surface. They want to see someone acknowledge the inconvenience caused. They might even be experiencing heightened emotions like anger or irritation.Īs such, they want to express their negative feelings and see your brand taking ownership of the issue to mitigate their problem. If someone gets in touch with your company following a negative customer experience, chances are that they're in a state of frustration or disappointment. Why do customers dislike the phrase 'sorry for the inconvenience'?
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