Reply To: A question on User Management lesson

Learn User Support course Forums Course Discussion A question on User Management lesson Reply To: A question on User Management lesson


Rose, thank you so much for taking the time to reply to my questions. I really appreciate it.

Your explanation above perfectly cleared up my confusions.

So, I’ll sum up here:

1. The feeling of guilt is what separates “being sorry” and “feeling sorry”.
– “I’m sorry (or “I apologize”) for my delayed response.” –> being sorry – feeling guilty

– “I’m sorry that you lost your previous XML file.” –> feeling sorry – but not my fault

2. Empathy is seeing/hearing/feeling from the customer’s stand. And I apologize if I or my company caused an inconvenience to the customer directly.
– “I understand that it is very frustrated when your email account is hacked. I’m so sorry that you lost all your data.” –> showing empathy, I can feel the frustration, but the problem is not caused by me or my company

– “I apologize for any inconvenience caused by the recent server glitch.” –> problem on the company

I hope those are the correct examples. Absolutely need more practice on these 🙂