"It's a moral and ethical issue." By making apologies, psychologists can show their humanity and willingness to take responsibility for their actions, she says.
It's the first rule of customer service: When something goes wrong, apologize. In many cases, the apologies continue throughout the interaction as an employee goes the extra mile to convey empathy and concern.
I am sorry for the poor customer service that you received. I assure you that we will do better in the future. We value our customers and appreciate your business. If there is anything that we can do to make your experience better, please do not hesitate to let us know.
Dear [Customer Name], Please accept my apology on behalf of our company. I am sorry to learn that your experience with [Interaction that took place] was less than satisfactory. We value our customers and exceptional service is always our priority.
Hands. Your client's hands can give you clues about how they're reacting to what comes up in the session. Trembling fingers can indicate anxiety or fear. Fists that clench or clutch the edges of clothing or furniture can suggest anger.
They see their job as helping you find your own answers, and they know that silence can help you do that. Sitting in silence allows a lot of things to rise up inside you—thoughts, feelings, and memories you might not normally experience. And that is what your therapist is hoping you'll talk about.
Other things to avoid during a therapy session include: asking about other confidential conversations with other clients; showcasing violent emotions; or implying any romantic or sexual interest in your therapist. The number one job of a therapist is to keep you safe and protect their clients' privacy.
“I would feel the same,” or: “It seems a very frustrating situation,” are excellent examples. Combining acknowledgment and empathy makes the customer more likely to feel understood. Agents may also express regret rather than offer a direct apology.
Dear [customer name], We sincerely apologize for any inconvenience you may have experienced due to [issue]. At [company name], customer satisfaction is something we take very seriously and anything less than ensuring you are completely happy is unacceptable…
For example, you could say: "I'm sorry that I snapped at you yesterday. I feel embarrassed and ashamed by the way I acted." Your words need to be sincere and authentic . Be honest with yourself, and with the other person, about why you want to apologize.
When you do something wrong? You need to apologize. But you don't need to apologize when someone asks you to do something you don't want to do. You don't need to apologize for things you don't have time to do, or attend, or accomplish when other people ask.
There is not much we can do about that. Forcing the person to pretend to be sorry does no good. It makes that person less likely to feel sorry. If someone is disagreeable much of the time and never apologizes, perhaps it would be better not to have that person as a friend or a lover.
The Benefits of Therapist Silence in Session
Therapist silence can help the client stay in charge of the session. When we don't jump in with an agenda, the client will often take more responsibility for setting the goal of the session and for deciding what is most important.
Therapists usually want to find ways to help you go deeper. When they respond with silence or a question, that's usually what they're trying to do: get you to hear yourself and reflect on what you just said. They want you to keep going.
Back to Fictional Reader's question about why it may be difficult to look a therapist in the eyes. Some possible root causes range from guilt, shame, anxiety, low self-esteem, shyness, past abuse, depression or autistic spectrum disorders to varying cultural norms and cognitive overload.
Sharing something you think is too sensitive or personal can be uncomfortable. But know you're not alone in thinking you've disclosed too much in therapy. When this happens, it can help to explore why you think you've overshared and talk it over with your therapist.
Some of the things psychologists look for are your posture, hands, eye contact, facial expressions, and the position of your arms and legs. Your posture says a lot about your comfort level.
I am writing this letter to inform you about the mistake that I committed today. ________(mistake) happened because of _______(reasons). I apologise for the same and give you the assurance that the same mistake will not be repeated ever again.