this post was submitted on 25 Dec 2024
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A good retail one: don't say "sorry for your wait." Say "thank you for waiting" or "thank you for being so patient".
Something to do with... it makes people feel good about themselves if they think they've done something for you, which in turn makes them more likely to keep being patient.
I often don't like it when customer service people say this to me if I have been waiting to resolve an issue that is the company's fault, because my waiting is barely a choice; the company screwed up and now I am 'forced' to spend time getting it resolved.
Only apologize or thank me when it's personal and sincere. (The size of the business matters a lot in if the apologies or thanks feel genuine.)