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February 06, 2007

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James Shewmaker

Respectfully, I must disagree with your assessment of Seth Godin's posting.

Although, I think that the Mozy not is fantastic, I do not appreciate the model which Seth used earlier in the article.

Quote "I'm really sorry about the way you feel. We work really hard and do our best to avoid problems like this, but it's obvious you feel mistreated and I want to fix it. I'm really sorry about all this."

First, the hypothetical apologizer never admits wrong-doing.

Second, the apologizer implies that the fault lies with the one who feels mistreated.

In a genuine apology the Customer Service person accepts full responsibility for what went wrong, admits wrong-doing and validates the pain which prompted the client to complain.

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