Admitting a mistake and apologizing to a customer may cause them to become more upset and increasingly defensive as you confirm that they have been wronged.

Question

Quizplus · Accepted Answer

Admitting a mistake and apologizing to a customer can often help to de-escalate the situation and show that you take their concerns seriously. While some customers may still be upset or defensive, acknowledging their experience can often help to soothe their emotions and find a resolution.

Admitting a Mistake and Apologizing to a Customer May Cause