When apologizing to a customer, you should never do what?

Apologizing on behalf of the business or your manager can create confusion and may not be appropriate, as it could imply that you have the authority to take responsibility for policies or actions that are beyond your control. It can also lead to potential liability issues if your apology is interpreted as an admission of fault for the entire organization. Instead, it is generally more effective to take ownership of your own actions or acknowledge the situation without extending apologies beyond your direct responsibilities.

In contrast, apologizing for your own mistake, the situation, or a delay shows empathy and understanding, which can help to diffuse tension and build rapport with the customer. These types of apologies convey a sense of accountability for your role, enhancing the customer’s experience even in difficult situations.