Customer Service Apologies in IT: Diffusing Difficult Situations

  • from ITtoolkit.com

Image of two businessmen in shirt sleeves shaking hands depicting the need to apologize if you are in customer service.

IT organizations serve their end-users in any number of ways -- by managing internal systems, providing technical support, delivering projects, or providing internal consulting.  While we would all hope that systems never fail, purchase orders are never lost, and projects are never delayed, customer service is sometimes a negative experience -- dealing with perceptions and conflicts that have no easy answers or solutions.  Sometimes apology may be the only way.  Read on to learn how it's done.

Anyone involved in IT will eventually face the consequences of ineffective support encounters, design failures, miscommunications, unrealistic expectations, or failed policies and procedures. Such situations are sensitive and difficult to address. But, out of all the sophisticated management techniques available, a simple apology may sometimes prove to be the best answer.

It is never easy to apologize, especially when you feel that the "T" in I.T. stands for target, not technology. But IT managers and their staff need to hold onto one basic concept ... an apology does not necessarily imply acceptance of fault or blame. It can simply be an expression of empathy and understanding.

Where do "apology skills" come in to play?  Whenever interactions with end-users occur and things have not gone they way they should.  This can happen in any service encounter, in any project, and certainly as part of any problem management situation.  The ultimate goal is to diffuse negative situations, solve pending problems and take steps to prevent reoccurence.  (Also Read:  Maintaining Positive Perceptions During Service Outages and Interruptions)

1.  Start with a show of respect to diffuse difficult situations.

An apology is a show of respect and a means of diffusing a tense situation. For those times when you know that no one will agree, a simple "I understand how you feel and I am sorry for all the disruption..." can change the course of a conversation otherwise headed for disaster.  This may be all that it takes to diffuse the situation, but, it's also possible that you may need to explain further (as detailed below).

2.  Explain your side, but don't get defensive or make excuses.

While the sources and causes of systems failures and project delays may be complex, and worthy of explanation, there are times when that explanation will be perceived as just another excuse. If the other party is not ready for an explanation, you may end up looking defensive (and guilty) if you persist in offering one. An apology can buy time and allow calmer heads to prevail.  Here's what you can say:

 "I understand how you feel, and I am sorry for the disruption. This is a complicated situation, let me put my thoughts together in writing, and then we can get together and discuss it..." (and be sure you do).

3.  Don't get caught up in a "blame game" - focus on resolutions and moving forward.

In difficult situations, it's best to steer the discussion away from blame, and towards resolution. This changes the focus and establishes a common purpose for all parties involved.  Here's what you can say:

"I understand how you feel, and I am sorry for the disruption. I need to look into how this happened, but for right now, my major concern is getting this problem resolved as quickly as possible. For now, let's focus on that....".

4.  Make sure IT staffers know when and how to escalate problems for assistance and support.

Instruct IT staff to recognize the need for escalation.  Sometimes an apology has the most impact when it comes from a department manager.  After all, that is a manager's job...to handle politically sensitive situations, thus allowing staff members to focus on their work, with minimum stress and interference. Sensing a difficult situation, staff members should not wait for the inevitable "let me speak to your supervisor".   Here's what they can say:

"I understand how you feel, and I am sorry for the disruption. I know you need better answers than I can give you right now. I am going to escalate this situation to my manager, and he/she will get in touch with you right away..." (of course, this actually needs to happen, or all future credibility will be lost).

At the end of the day, the key to defusing difficult service encounters is to combine expressed empathy and responsive action. Empathy allows for recognition of the end-user perspective, and action allows you to move forward to resolve service deficiencies. Above all, all such encounters should be treated as "lessons learned" to be incorporated into the IT/end-user partnership and related service portfolio (all as part of managing according to a strategic IT vision).

Continue with the following articles:

THE IT SERVICE STRATEGY TOOLKIT

If you're looking for a fast, easy way to achieve IT service success, you'll find it inside the IT Service Strategy Toolkit. This unique, informative online course gives you everything you need to become an IT management leader and service planning expert. Here's what you'll learn:

  • The I.T. Service Strategy Toolkit is an easy, engaging online course, containing over 50+ education components, teaching you how to use the multi-stage 'Service Strategy Process' to organize the I.T. service function and deliver value-added I.T. services.

  • Topics covered include developing the IT mission, organizing the IT service department, planning IT management policies, managing the IT/end-user service relationship, performing the IT service review, and more.

  • Techniques covered include 'Define, Align and Approve', the 'Manage by Process Framework', the IT/End User Partnership, Proactive Problem Management and more.

  • Download the tools and templates to produce the I.T. Vision Statement and multiple Service Review deliverables.

  • Build and improve strategic planning skills, as you learn time-saving techniques to become a more productive IT manager or service professional.

  • Course enrollment provides lifetime access to all components, with all future updates and additions included.

Source: Unless noted otherwise, all content is created by and/or for ITtoolkit.com


About Us

Right Track Logo

ITtoolkit.com staff writers have experience working for some of the largest corporations, in various positions including marketing, systems engineering, help desk support, web and application development, and IT management.

ITtoolkit.com is part of Right Track Associates, proprietors and publishers of multiple web sites including ITtoolkit.com, Fast Track Manage, HOA Board List and more. We started ITtoolkit.com in 2001 and have continued to grow our web site portfolio, Toolkit products, and related data services. To learn more, visit us at Right Track Associates.

ITtoolkit News

Get the Latest ITtoolkit Updates. No Inbox Overload.

we do not sell our list

Subscribe Now
I.T. Service Planning The Service Strategy Toolkit Start For Free

If you'd like to learn how to quickly plan I.T. service strategies designed to meet every goal for technology service alignment, service quality and end-user service satisfaction, the I.T. Service Strategy Toolkit is the right course for you. Brought to you by the publishers of ITtoolkit.com, this self-paced course is easy, engaging and actionable, giving you both how-to lessons and take-action tools. Start for free now!.

Committee Management The Project Committee Toolkit Start For Free

If you'd like to learn how to form and operate successful committees, destined to be more productive and less prone to conflict, the Project Committee Toolkit is the right training course for you. Brought to you by the publishers of ITtoolkit.com, this easy course gives you both the lessons and the tools you need to be a better committee leader and organizer. Start for free now!.

Project Management The Fast Track Project Toolkit Start For Free

If you'd like to learn how to how to streamline project management activities to get work done in less time, using the resources you have, then the Fast Track Toolkit online course is what you need. Brought to you by the publishers of ITtoolkit.com, you'll learn how to 'fast track' every stage of the project management process, from pre-project planning to the post-project review. Start for free now!.