Video:

Sorry, Glad, Sure

10 January 2022

Sorry, Glad, Sure

When the customer has a complaint, you need a way of having a first response that's helpful and reassuring; this three step process will help you achieve this...

Mary Gober, a well-known customer specialist, offers this 3-word phrase as a really helpful way of dealing in the moment with any customer complaint or concern. And the 3 words are - sorry, glad, sure. Sorry, glad, sure. And it's worth learning, because it's a good way of instantly being able to take control of the situation, and work satisfactorily from complaint to something much more satisfactory. So:

  • I'm sorry...that it hasn't worked. I'm sorry that it's been late. I'm sorry you've had to wait so long
  • I'm glad...you brought it to my attention. I'm glad you've told me about it.
  • I'm sure... we can work something out. I'm sure I can find a replacement. I'm sure I can get that to you today.

So those three words form the basis of a process from difficulty to satisfaction. I'm sorry it didn't work. I'm glad you've brought it to my attention. I'm sure we can resolve this straight away.

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