About 6 months ago I had a road to Damascus moment. I was walking across the busy call floor trying to block out the hum of chattering voices and I suddenly noticed how much they were apologizing. It was like a chorus of obsequious grovelling. It turned my stomach. Especially considering the way customers often ridicule, denigrate or refuse to accept an apology. I resolved from that day on that I would never apologize again.
Now, when a customer whines or complains about some triviality I either treat them to dead silence or I segue on to my next point without even acknowledging what they’ve said. It’s a surprisingly disarming practice and I wish my colleagues would summon some dignity and join me!