For Better Customer Service, Offer Options, Not Apologies
b'Jagdip Singh, a professor of marketing at the Weatherhead School of Management at Case Western Reserve University, explains his research team\\u2019s new findings about customer satisfaction. He says apologizing is often counterproductive and that offering customers different possible solutions is usually more effective. He discusses what companies can do to help service representatives lead interactions that leave a customer satisfied\\u2014whether or not the problem has been solved. Singh\\u2019s research is featured in the article "\\u2018Sorry\\u2019 Is Not Enough" in the January\\u2013February 2018 issue of Harvard Business Review.'