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How to Apologize in Business
Temat: Biznes
Do some Exercises: Słuchaj i zapisuj Tworzenie zdań Ukryte słowa
A business apology differs from a personal apology in that it is usually given in order to retain customers, clients, and business relationships, or to win them back, whether the error was preventable or not. Professional apologies can be made in writing with a business apology letter, verbally with a phone call or visit, or both; depending on individual cases. There are some crucial elements that should be included no matter how you choose to apologize. Steps: 1. Decide on the right time to deliver your business apology. In almost all cases, an immediate apology is best. However, when legal action could be taken against your company, it is important to delay the apology until you've received legal advice. 2. State the details of the situation, without generalizing into broader business issues. Avoid bringing your staffing shortage, management turnovers or other problems into the business apology. 3. Take full responsibility without making excuses. Finding reasons that attempt to take the blame off of yourself can make the apology sound insincere. Hold your company accountable for its role. 4. Acknowledge the consequences of the situation, such as the recipient's business loss, inconvenience, damage or other suffering. This validates the recipient's concerns and feelings. 5. State your regret with regards to the specific situation and how it was handled. Include the ideal way your company should have acted. 6. Request forgiveness in your business apology. Ask the client, customer, vendor, or other business associate to continue using your services or goods, or to continue providing you with services or goods. This gives the power back to the recipient. They get to decide if the business relationship will continue. 7. Explain to the apology recipient how you plan to prevent the situation from happening again. You are assuring them they won't have to go through this problem in the future, so keep it honest. Don't make a promise your business cannot stand behind. 8. Provide restitution if you can. This can mean giving the customer a discount on their next order if the mistake was a pricing error, or shipping the next order for free if it was a shipping or delivery mistake, or paying for damages that occurred as a result of mishandling. In some cases, the recipient may have already stated what they need to resolve the situation. If not, you can simply ask, "How can we make this up to you?" and consider their request. Your goal is to make the recipient feel valued with a clear and quick solution. originated by: WRM, Carolyn Barratt, Emma, Maluniu Source: www.wikihow.com
