Originally Posted by
kalyx522
you have a good points, but heh, in today's America where self entitled folks are constantly suing for nothing at all and demanding compensation for every little thing, an apology would likely be used against the apologizing party as an admittance of a fault.. and be used demand something further. "if you're sorry, give me a voucher for $2000 and reimburse me for the hotel and meals and my kids college fund"
Never heard of pilots getting sued for being late
I didn't say to take the blame, I just said apologize (or express regret or sympathy) for the customer's inconvenience...there is a difference. If you communicate your understanding of their situation, they also tend to form the impression that YOU were trying your best all along. This serves to alleviate their annoyance and/or direct it away from your company in the event of circumstances beyond your control.