Customer service people, here is HEAT

If you are in customer service, first, quit apologizing for the inconvenience. If you can’t do that because the boss is around, then here is the ENTIRE formula:

Hear them out (fully, let them run out of steam if needed)
Apologize for the inconvenience
Empathize. I know how frustrating this must be for you
Take action. I promise, we will resolve this during this phone call.

Not hard, but if you don’t do H, E or T, apologizing for the inconvenience just pisses the customer off even more.

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