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The Art of Apologizing

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Objectives

  • Understand why a genuine apology matters
  • Avoid empty, robotic phrases
  • Practice apologizing with empathy
  • Become a better communicator

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IMAGINE THIS …

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The 7-38-55 Rule

by Albert Mehrabian

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The 7-38-55 Rule

• 7% Words

• 38% Tone of voice

• 55% Body language

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What We Say + How We Say Matters

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3 Step Formula of an Apology

☝Be Specific

✌Take responsibility

😯Show Emotion

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1 Be Specific

  • Apologize for specific issues guests are facing - name it
  • Show you understand how guests feel - acknowledge emotion

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Examples

🎯I understand this must have been disappointing (acknowledge the emotion)

🎯I’m so sorry that your didn’t enjoy the coffee�(name the exact problem)

🎯I’m sorry that you feel this way about the room (specific issue)

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2 Take Responsibility

  • Own the situation and show your effort to help
  • Avoid excuses

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What NOT to say

❌Sorry for the inconvenience (cold + vague)

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❌That’s our policy (dismissive)

❌There’s nothing I can do (kills trust instantly)

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Instead Say

  • Let me see what I can do about it
  • I will try my best to help with that
  • Please give me a few minutes to find the best way to help you

👉this shows your effort

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3 Show Emotion

  • Words + tone + body language
  • Guests feel empathy, not policy

💓

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Case Study

In a restaurant, Guests waited for their order for 40 minutes. The server shows up and says: “Sorry, I will be right back.”

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Transform this robotic apology into authentic, using THE 3-STEP FORMULA we just discussed. What are your options?

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🚩Guest Complaints Scenarios

Group 1.

What do you mean our room is not yet ready? It’s 5 pm and we are tired!We want to check-in immediately!

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Group 2.

Excuse me, I ordered a coffee a while ago, and never got it. I’m already running late!

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Group 3.

I asked for a call back regarding my SPA booking, but no one ever got back to me and now they say there’s no availability.�

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KNOWLEDGE CHECK

  • What are the 3 steps to a sincere apology?
  • What phrases should you avoid when apologizing?
  • What does 7-38-55 rule mean?

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Your takeaway today:

Don’t memorize a script — connect and be human.