Customer Service: Apologize for the Inconvenience
At the grocery store this past Saturday, I went to a check out lane with its light on. The cashier wasn’t standing there, so I waited a few minutes before going to the customer service center to ask if the lane was open. I heard,
“Oh, I guess she left her light on again.”
Upon further inquiry, this employee told me the lane was not open. This person said nothing else to me, and in the meantime, all the lanes now had longer lines.
What could this employee have said to make it an exceptional customer service moment?
Perhaps, “I’m so sorry for the inconvenience. Let me get someone to help you right away.”
There seemed to be no realization that my waiting at the lane with no one to help me was not good customer service. Granted, this was a small thing, but small things often make a big difference.
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