How should I respond when I can’t hear the other person’s voice on the phone? Emi Suuchi, a manners instructor, says, “If you say, ‘Could you say it again?’, you are asking the other person to do the same thing. –. (Second)
* This article is based on Emi Suuchi’s Lifelong “Correct Honorifics and Advanced Concerns” Sensei! Please turn me into a work-ready wind in 2 hours! ](KADOKAWA) re-edited
Photo by iStock.com/Wenping Zheng
※The photograph is an image
Words of apology conveying sincerity and politeness
Have you ever said something rude to someone and thought “Ah!”, but it was already too late and you felt awkward? The truth is that it was a slip of the tongue without any ill intent.
It’s natural to say “I’m sorry” or “I’m sorry”, but if you keep silent after that, it will give a double impression of being rude.
Along with the apology, I want the other person to understand that I regret saying something I didn’t mean, I want you to forgive me because I made a mistake, and I regret that I made you feel uncomfortable. There is. Here, let’s say, “I apologize from the bottom of my heart for my unintentional gaffe.”
In order to convey the nuance that it was an act of force majeure rather than the true intention, in order not to sound like an evasion of responsibility, words such as “unintentionally”, “against my will”, “unintentionally”, and “unintentionally” were used. use. You can’t take back what you said, but you should be able to convey your sincerity and politeness.
Two things that are important when dealing with complaints
In business, there are many occasions to apologize. The previous chapter was an example of misrepresentation due to self-responsibility, but as an example that is not self-responsibility (including cases where it cannot be said), there is complaint handling.
It is difficult to get through a phone call claiming that the company is clearly at fault with just saying “I’m sorry” and “I’m sorry.” “Is that all you can say?”
What is essential in the initial response to complaints is “apology and empathy”. The other party suffers disadvantages and feels uncomfortable, and it takes time and effort to make complaints over the phone. Therefore, it is necessary not only to apologize, but also to empathize with the feelings of the other person.
Here you can say, “We are very sorry for the miscommunication. Please accept our apologies for any inconvenience caused.” It is also important to use them properly according to the situation, such as “I caused you inconvenience and inconvenience” and “I made you feel uneasy”.
An apology is also a business kimo. Depending on how you apologize, you may be dismissed, or conversely, you may be trusted. A person who can make a positive apology will do well in any job.