ReWork

please. Let’s break down why that’s bad:
    “We apologize …” If you spilled coffee on someone while riding the subway, would you say, “I apologize”? No, you’d say, “I’m so, so sorry!” Well, if your service is critical to your customers, an interruption to that service is like spilling hot coffee all over them. So use the appropriate tone and language to show that you understand the severity of what happened. Also, the person in charge should take personal responsibility. An “I” apology is a lot stronger than a “we” apology.
    “… any inconvenience …” If customers depend on your service and can’t get to it, it’s not merely an inconvenience. It’s a crisis. An inconvenience is a long line at the grocery store. This ain’t that.
    “… this may have caused” The “may” here implies there might not be
anything
wrong at all. That’s a classic non-apology apology move. It slights the very real problem(s) that customers are experiencing. If this didn’t affect them, you don’t really need to say anything. If it did affect them, then there’s no need for “may” here. Stop wavering.
    So what’s the perfect way to say you’re sorry? There’s no magic bullet. Any stock answer will sound generic and hollow. You’re going to have to take it on a case-by-case basis.
    The number-one principle to keep in mind when you apologize: How would you feel about the apology if you were on the other end? If someone said those words to you, would you believe them?
    Keep in mind that you can’t apologize your way out of being an ass. Even the best apology won’t rescue you if you haven’t earned people’s trust. Everything you do before things go wrong matters far more than the actual words you use to apologize. If you’ve built rapport with customers, they’ll cut you some slack and trust you when you say you’re sorry.

Put everyone on the front lines
    In the restaurant business, there’s a world of difference between working in the kitchen and dealing with customers. Cooking schools and smart restaurateurs know it’s important for both sides to understand and empathize with each other. That’s why they often have chefs work out front as waiters for a stretch. That way, the kitchen staff can interact with customers and see what it’s actually like on the front lines.
    A lot of companies have a similar front-of-house/back-of-house split. The people who make the product work in the “kitchen” while support handles the customers. Unfortunately, that means the product’s chefs never get to directly hear what customers are saying. Too bad. Listening to customers is the best way to get in tune with a product’s strengths and weaknesses.
    Think about the children’s game Telephone. There are ten kids sitting in a circle. A message starts and is whispered from one child to another. By the time it gets all the way around, the message is completely distorted—to the point where it’s usually hilarious. A sentence that makes sense at first comes out the other end as “Macaroni cantaloupe knows the future.” And the more people you have in the circle, the more distorted the message gets.
    The same thing is true at your company. The more people you have between your customers’ words and the people doing the work, the more likely it is that the message will get lost or distorted along the way.
    Everyone on your team should be connected to your customers—maybe not every day, but at least a few times throughout the year. That’s the only way your team is going to feel the hurt your customers are experiencing. It’s feeling the hurt that really motivates people to fix the problem. And the flip side is true too: The joy of happy customers or ones who have had a problem solved can also be wildly motivating.
    So don’t protect the people doing the work from customer feedback. No one should be shielded from direct criticism.
    Maybe you think you don’t have time to interact with customers. Then make time. Craigslist founder Craig Newmark still answers support e-mails today (often within minutes). He also deletes racist comments from the site’s discussion boards and pesters New York City Realtors who post apartments for rent that don’t exist. * If he can devote this kind of attention to customer service, you can too.

Take a deep breath
    When you rock the boat, there will be waves. After you introduce a new feature, change a policy, or remove something, knee-jerk reactions