“Sorry you feel that way”

Having attended in my career a number of management courses relevant to customer service, handling of complaints, body language etc, I was taught when handling a complaint to say to the complainant “Sorry you feel that way”. This was an attempt to disarm them and give the impression you had apologised for the content of their complaint. In fact it is a masquerade of an apology and all you are saying is “I am sorry you have a feeling that has caused you to complain” which is not related in any way to the actual content of the complaint.

SorryRecently whilst watching “Strictly Come Dancing” I was concerned at a particular program that contained too many innuendos and inappropriate comments. I emailed the BBC and received the following response “Thanks for contacting us regarding ‘Strictly Come Dancing’. We understand you feel the programme has become too sexualised and now contains too many innuendos and inappropriate comments. It’s never the judges’ intention to cause any offence with their light-hearted and cheeky comments and we’re sorry if you feel this is the case. We genuinely hope you continue to watch the series with your family and enjoy future performances. That said, we realise you feel strongly on this matter, so we’d like to assure you that we’ve registered your feelings on our audience log. This is the internal report of audience feedback which we compile daily. It ensures that your points and all other comments we receive, are made available across the BBC. Thanks again for taking the time to share your views with us.”

I felt this was a response that meant very little by the comment inserted “we’re sorry if you feel this is the case”. A couple of days latter I was sent a survey to enquire how my complaint had been dealt with which no doubt will be a part of their quality control procedures, but in my opinion meaningless when the initial handling was also meaningless.

I believe its time we as Christians are not afraid to stand up and be counted. We don’t have to be rude, however there is a necessity to say it as it is and be trueful. In our society we have started to placate the minorities and listen only to those that shout the loudest and cause a disturbance. I have books on body language, positive and negative strokes, stress, relationships etc, as probably many of you have too, or attended business courses in handling disputes, but it amazes me that we as society have chosen to ignore the oldest book that gives us all the answers for life. In no way do I denigrate all the courses and books on the afore hand subjects but that is only man’s opinion albeit some of it helpful.

Its time for us to live according to His instructions and direction, whilst also in our work life understanding that we are under the authority of our management. I have carried out instructions that I thought was foolish, but drawn the line if it violated honesty, integrity and my conscience. I would respectfully advice my management why I couldn’t do as they requested and on three occasions have left companies as a consequence of their requirement for me to undertake dishonest practice. On each occasion God has looked after me and I have moved immediately into a better job and with a pay increase.

The Bible clearly lays down principles for life and we should no be afraid to adhere to them and allow those around us know the reasons why.  Not only do we have the Bible as the best text book ever but we have available to us the Holy Spirit for guidance. Many times in my business life I have asked the Holy Spirit for help and even done what naturally would appear to be crazy, but to find that His guidance was the best answer for that situation.

Let us not allow the worlds standards taint Godly standards, and be prepared to be a people that operate by His word and Spirit. It will take self-discipline and a determination to keep a listening ear to His voice and Biblical way of living. 2 Timothy 1:7 For God did not give us a spirit of timidity, but a spirit of power, of love and of self-discipline.

Feel free to make your comments below.

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