When something goes wrong in a service context, the German priority is solving the actual problem. Identify what failed, understand why, fix it effectively, and take steps to prevent it from happening again. Empathy and communication matter, but they are not substitutes for competent resolution. An elaborate apology followed by poor problem-solving is worse than a brief acknowledgment followed by effective action.
If you are managing a service failure with German clients, lead with the fix. Show that you understand what went wrong, explain what you are doing to resolve it, and describe what you will change to prevent recurrence. The best proof that you take a service failure seriously is the quality of your response to it.
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