Scott Ginsberg recently published a great article that sums up handling problems on the Help Desk to a T: Sorry Service VS Thankful Service. Basically, Scott says if customers tell you there's a problem, instead of apologizing, thank them for bringing the issue to your attention.
KMMAM
Think about it:
Thank you: "Thank you for letting me know that ticket hasn't been handled yet. I will get someone to take care of it right away."
I'm Sorry: "I'm sorry we didn't get your ticket taken care of. We can have someone handle that right away."
Sorry doesn't cut it, thank you grabs it.
Thanks Scott for another great lesson!
