Communicating Remorse

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Deborah Kops

"Love means never having to say you’re sorry." You may not remember the insipid line from that soppy 1970 movie, Love Story, which had every American teenage girl groping for a box of tissues as Jennifer took her last breath. But in the context of outsourcing, when the provider or, goodness forbid, the client makes a mistake, never saying you’re sorry may fuel the flames of relationship breakdown. Most of us have been there. The cutover was delayed because the provider did not co...
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