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Need To Apologize? Try Plain English, by Roy Jacobsen,  Writing, Clear and Simple Blog


There are good ways and bad ways to address a customer service fiasco. Courtesy of Southwest Airlines, here’s one of the bad ways:

‘We are working directly with the family after sincerely apologizing and issuing a full refund for their less-than-positive travel experience,’ Southwest spokesman Brad Hawkins said Sunday night. ‘We certainly will take away any potential learnings from this experience in our constant evaluation of how to provide the best possible customer service, which is second only to the safety of every passenger.’

Setting aside the situation that led this (the short version: Chris and Heather Dainiak, parents of a terminally ill boy, were told their son could not fly sitting in his protective chair, even though he had used it on another Southwest flight just days earlier), I have to ask: what makes people talk this way? . . . .