> This is why in actual customer service, validating someone's feelings ("I understand you did not like the cook on the steak") is good, while validating their concerns ("I understand that the steak was undercooked") is bad.
Well at least to some people, this makes it look like a sleazy attempt form customer service at deflecting blame from a fact ("the steak is undercooked") to a feeling from the customer ("you just don't like the steak, but I don't believe you when you say it's undercooked").
It immediately makes the person seem less human and more like a customer service robot. I'm pretty sure most people hate it, but maybe I'm wrong.
Yeah, no. I don't want to end up in a lawsuit because I agreed with the customer offhand that the steak was undercooked. I'll stick with "I understand the steak was not to your liking. May I ask the chef to bring you another? Drinks are on the house, by the way." You can't sue an agreeable robot.
If you assume I can take a good look at you and just know you're the kind of guy who would never do that, you're assuming a level of sight-reading people that even most police investigators don't have. I'm sorry, I'm only human, and I'm waiting five tables simultaneously right now.
Oh hey bad news you just got double sat and one of them has actually been here for twenty minutes but the host forgot to drop menus so everyone thought they were already taken care of. Also table three has a gluten and allium allergy, they want to know if the beer battered onion rings can be made with suitable substitutions. Also, sorry, final thing but I'm quitting right now so you'll probably want to take care of your drinks yourself