Difficult Customer Service Situations: How to Give an Effective Customer Apology

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Course features
  • Category: Customer Service
  • Course Length: 10 minutes
  • Series: Difficult Situations
  • Video Length: 3.5 minutes
  • Author: The URL dr
  • Resources: How to Effectively Apologize to Customers
Course overview
In this micro course, identify the six steps to give an effective apology and make things right for the customer. Apologies have a lot of power in customer service settings and you'll learn how to use that come out on top in a difficult situation. 
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Course Learning Objectives
  • Examine the power of apologies
  • Demonstrate effective customer service apologies
  • Identify phrases to avoid in apologies
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Certification included
Downloadable certificate upon completion.

The power of an apology

"How to Give an Effective Customer Apology" looks at the expectation customers have and how to work towards a resolution by using apologies. We all make mistakes. Customers don’t expect you to be perfect, but they do expect you to offer a sincere apology and take steps to correct mistakes when they happen. Whether it’s a bungled order, incorrect information on a website, or a neglected customer follow-up, you'll examine how unaddressed mistakes can break trust and irrevocably damage customer relationships. You'll learn how to correct that.
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What's included in this online course?


Professional video is included with every course, discussing main topics and recapping key learning points.

Knowledge Checks

Check your retention of material and concepts with fun knowledge checks in the form of quizzes and games.

Engaging Material

Interactive elements, scenarios, and knowledge checks make learning entertaining and boost comprehension. 

Business Soft Skills

Critical knowledge to increase your value to your employer. Study at your own pace, at home or on the go.

Additional Resources

A list of additional resources is included with each course, directing students to extra material for further study.

Summary / Checklist

Each course comes with a summary of the key areas taught, in addition to a checklist for immediate implementation of ideas.
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Skills you'll learn in this course

Customer Service

Conflict Resolution


Kim Merritt

Kim Merritt, The URL dr, has been teaching and training the business community for over thirty years. Her company's line of business soft skill micro courses are a quick and effective way to master a new competency in fifteen minutes or less. 
Patrick Jones - Course author