Customer Service Lesson: How to Apologize


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Groupon CEO Andrew Mason Shows How a CEO and Company Take Responsibility for a Customer Service Snafu

Groupon is a fantastic app that features a daily discount to various businesses around the world. Some of the deals are really quite extraordinary. Recently Groupon featured a major discount to a restaurant delivery service in Tokyo for the New Year. The promotion was wildly successful as more than 500 “Groupons” were sold. Unfortunately, a customer service “nightmare” took place. The restaurant was not prepared for the success and couldn’t accommodate all of the orders. Deliveries were late, and many of them were in “terrible condition.”

Who do you blame for this? The restaurant or Groupon? My first thought is that the restaurant should have been prepared. Yet Andrew Mason, the CEO of Groupon took responsibility as well. He acknowledged that he sold to an organization that was not prepared to deal with the success of the Groupon promotion. While the restaurant failed the service to their customers, Groupon refunded money back to the consumers who bought the coupons and gave away vouchers for future business.

To avoid customer service issues like this in the future, Groupon has started educating its customers on ‘capacity planning.’ It appears that Groupon is going to make sure their customers are able to deliver to their customers (the consumer). This is good for everyone involved.

Mason took this further and created a video that featured a public apology about the incident. It was sincere and informative. It explained exactly what happened and held nothing back. It is a wonderful example of how an individual or company should respond in customer service situations like this. Here is a link to the original article and video.

Thank you to Andrew Mason and Groupon for teaching us a great customer service lesson.

Republished with author's permission from original post.

Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.


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