I would say that a good half of all customer service representatives that I have
encountered are ignorant and arrogant; it's a sign of the times I'm
afraid. You can defuse them by being excessively and meticulously nice to them
and overlooking their churlishness but it's an uphill struggle.
The problem in today's world is that saying you're sorry is the same
as an confession, and many people are too egotistical to admit they made a
mistake. Too often, an apology leads to a lawsuit. Doctors and
lawyers are told to never apologize because it's the same as an admission
of guilt, thereby increasing their chances of being sued for malpractice.
I'm sorryApologies may avoid lawsuits in Utah, However, In hard
hearted California or in the urban American Northeast not so much in my humble
opinion. Does the author have statistics to back up this supposition? Is there a
co-realation of apologies with mitigating lawsuits? Otherwise this is a feel
good fluff piece. Sorry, please provide me evidence so I can change my opinion.