Never say “I’m sorry” when working in customer service
When you work in customer service, you frequently deal with a lot of irate and dissatisfied customers who take their frustrations with a product out on you. Even when it’s not their fault, a lot of individuals automatically apologize to the customer, and this is not the greatest course of action.
Say something like, “I know this is frustrating, but I really appreciate your patience,” instead. This diverts attention from the issue at hand and gives the caller a compliment, which ought to calm them down.
