I accept your apology gif

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How CNN found the Reddit user behind the Trump wrestling GIF

Story highlights

  • The Reddit user who initially claimed credit for President Donald Trump's tweet issued an apology Tuesday.
  • The day before his apology, CNN identified the man behind the account and attempted to make contact with him.
Reddit user "HanA**holeSolo" first shared the GIF last Wednesday of Trump pummeling a wrestler with CNN's logo imposed on his face. CNN could find no earlier instance of the GIF. The GIF was later edited into a video with sound and tweeted by the President on Sunday.
On Reddit, "HanA**holeSolo" took credit for inspiring the tweet. Soon after, "HanA**holeSolo's" other posts on Reddit, some of which included racist and anti-Semitic imagery, quickly circulated on social media.
Now the user is apologizing, writing in a lengthy post on Reddit that he does not advocate violence against the press and expressing remorse there and in an interview with CNN for other posts he made that were racist and anti-Semitic.
The apology came after CNN's KFile identified the man behind "HanA**holeSolo." Using identifying information that "HanA**holeSolo" posted on Reddit, KFile was able to determine key biographical details, to find the man's name using a Facebook search and ultimately corroborate details he had made available on Reddit.
On Monday, KFile attempted to contact the man by email and phone but he did not respond. On Tuesday, "HanA**holeSolo" posted his apology on the subreddit /The_Donald and deleted all of his other posts.
"First of all, I would like to apologize to the members of the reddit community for getting this site and this sub embroiled in a controversy that should never have happened," he wrote. "I would also like to apologize for the posts made that were racist, bigoted, and anti-semitic. I am in no way this kind of person, I love and accept people of all walks of life and have done so for my entire life. I am not the person that the media portrays me to be in real life, I was trolling and posting things to get a reaction from the subs on reddit and never meant any of the hateful things I said in those posts. I would never support any kind of violence or actions against others simply for what they believe in, their religion, or the lifestyle they choose to have. Nor would I carry out any violence against anyone based upon that or support anyone who did."
The user further apologized for calls for violence against the press in his statement on Reddit.
"The meme was created purely as satire, it was not meant to be a call to violence against CNN or any other news affiliation," he wrote. "I had no idea anyone would take it and put sound to it and then have it put up on the President's Twitter feed. It was a prank, nothing more. What the President's feed showed was not the original post that was posted here, but loaded up somewhere else and sound added to it then sent out on Twitter. I thought it was the original post that was made and that is why I took credit for it. I have the highest respect for the journalist community and they put their lives on the line every day with the jobs that they do in reporting the news."
The apology has since been taken down by the moderators of /The_Donald subreddit.
After posting his apology, "HanA**holeSolo" called CNN's KFile and confirmed his identity. In the interview, "HanA**holeSolo" sounded nervous about his identity being revealed and asked to not be named out of fear for his personal safety and for the public embarrassment it would bring to him and his family.
CNN is not publishing "HanA**holeSolo's" name because he is a private citizen who has issued an extensive statement of apology, showed his remorse by saying he has taken down all his offending posts, and because he said he is not going to repeat this ugly behavior on social media again. In addition, he said his statement could serve as an example to others not to do the same.
CNN reserves the right to publish his identity should any of that change.
After Trump tweeted the video on Sunday, "HanA**holeSolo" took to Reddit to say he was "honored," writing "Holy s—!! I wake up and have my morning coffee and who retweets my s—post but the MAGA EMPORER himself!!! I am honored!!" MAGA is an acronym for the President's campaign slogan: Make America great again."
In the phone interview on Tuesday, "HanA**holeSolo" said the White House did not ask his permission to use the GIF, and said he probably would have said no if they had.
"I didn't realize that post would be picked up the way it was, he said. "I should have never even said anything."
Trump has not issued an apology for the tweet, which he sent Sunday morning. Homeland Security Adviser Tom Bossert said on ABC's This Week that "no one would perceive" the tweet as a threat.
The Committee to Protect Journalists said in a statement this week that the tweet "undermines the work of the media in the U.S. and makes it more dangerous." CNN said in a statement that the tweet "encourages violence against reporters."
On Monday, a senior administration official told CNN that the video was not pulled from Reddit. The White House still has not responded to a series of questions from CNN asking how the video ended up as a tweet from the President.
"HanA**holeSolo" said about the President's tweet, "I think they should have used their better judgment, since the President tweets things off the cuff, it's a kneejerk reaction. I don't feel that they should have posted something like that given the controversy going on between them and the media."
When asked specifically about his other posts that consisted of racist, Islamophobic, and anti-Semitic language and imagery, he answered, "I love people of all races, creeds and origins. One of my best friends is a homosexual and one of my best friends is Jewish and one of my best friends is Muslim."
In his apology on Reddit, "HanA**holeSolo" sent a message to his fellow anonymous posters.
"To people who troll on the Internet for fun, consider your words and actions conveyed in your message and who it might upset or anger," he wrote. "Put yourself in their shoes before you post it. If you have a problem with trolling it is an addiction just like any other addiction someone can have to something and don't be embarrassed to ask for help. Trolling is nothing more than bullying a wide audience. Don't feed your own self-worth based upon inflicting suffering upon others online just because you are behind a keyboard."
Sours: https://www.cnn.com//07/04/politics/kfile-reddit-user-trump-tweet/index.html

I Accept Your Apology

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64 WAYS TO PRACTICE NONVIOLENCE
Used by the permission of A Season for Nonviolence-Los Angeles

We learn to practice nonviolence one step at a time, one choice at a time, one day at a time. Through our daily nonviolent choices and actions, the noble and courageous spirit within each of us expresses itself as the skills, wisdom and character of a nonviolent human being. This is how we each, in our own way, move the world in a direction of peace.

To listen to the 64 ways to practice nonviolence, just click on the practice heading.

PERSONAL

Nonviolence begins by learning how to be less violent and more compassionate with ourselves. We learn by building the courage to speak and act with a respect, honor and reverence for our own being

1. Courage

Eleanor Roosevelt urged, You must do the things that you think you cannot do. Practicing these 64 Ways will challenge you to do things that you think you cannot do. Today, light a candle and accept the courage to practice 64 Ways of living nonviolently.

Date: Jan. 30

2. Smiling

Buddhist teacher, Thich Nhat Hanh said, If in our daily life, we can smilenot only we, but everyone will profit from it. This is the most basic kind of peace work. Today, share a smile with at least three people, knowing that your smile contributes to peace.

Date: Jan 31

3. Appreciation

Louise Hay says, Praise yourself as much as you canthe love in our lives begins with usloving yourself will help heal this planet. Write down 10 things that you appreciate about yourself. Read aloud what you have written.

Date: Feb. 1

4. Caring

According to Peter McWilliams, Nonviolence toward the self is caring for oneself. Self-love a crowning sense of self-worth it is what the Greeks call reverence for the self. Real caring is not just what we say, but what we do. Make a list of at least five ways that you can take better care of yourself. Practice at least one today.

Date: Feb. 2

5. Believing

Author Wayne Dyer writes about the impact that our beliefs have on our daily lives. Today believe that you have all the resources to move your life in the direction of peace. Be aware of simple, peaceful responses you receive.

Date: Feb. 3

6. Simplicity

To simplify is to invite peacefulness. Think of three ways you can simplify your life and put at least one of them into practice today.

Date: Feb. 4

7. Education

Knowledge strengthens your conviction and deepens your wisdom and understanding. Learn about the power of nonviolence by educating yourself. Read an article, periodical or book; watch a video on a subject that relates to nonviolence. Learn about human rights, diversity, ecology, history, politics, forgiveness, spirituality, peace studies, biographies of heroes and more.

Date: Feb. 5

8. Healing

Writer, poet, activist, and professor Maya Angelou turned a traumatic childhood experience into a catalyst for creativity and achievement. Today, choose a painful incident in your life and find the gift it has given you. Consciously share this gift with others.

Date: Feb. 6

9. Dreaming

Martin Luther King, Jr., had a great dream. What is your own dream for peace? Write it down. What is one thing you can do to honor your dream? Do it today.

Date: Feb. 7

Faith

When Caesar Chavez was organizing farm workers, he challenged them to say, Si, se puede (yes, it is possible) when they didn't know how they would overcome obstacles. Today, say, Yes, it is possible, even if you don't know how your goal will be realized. Have faith and say, it is possible, until you find a way.

Date: Feb. 8

Contemplation

For at least three minutes, relax, breathe, and let your mind be fed by whatsoever is good and beautiful. Sacred scripture states, as a man thinketh in his heart, so is he.

Date: Feb. 9

Groundedness

Gandhi said, To forget how to dig the earth and tend the soil is to forget ourselves. And Black Elk said, Some little root of the sacred tree still lives. Nourish it, that it may leaf and bloom and fill with singing birds. Today place a seed in the earth or nurture a plant.

Date: Feb. 10

Creativity

The worse thing you can do to a human soul is to suppress its natural desire to create. Identify at least five ways in which you express your creativity everyday. Today, allow something unpredictable and joyous to express through you.

Date: Feb. 11

Humility

Making mistakes is a part of learning and growing, simply an error in approach. Today, freely acknowledge at least one mistake you make and reflect for a couple of minutes on what you have learned.

Date: Feb. 12

Reverence

Environmentalist John Muir said, Everybody needs beauty as well as bread, places to play in and pray in, where Nature may heal and cheer and give strength to body and soul. Today go for a walk and realize the beauty around, above and below you.

Date: Feb. 13

Gratitude

On her show Oprah Winfrey frequently promotes the daily practice of gratitude. Begin the day by listing five things for which you are grateful and end it by sharing with one person all of the good things that happened to you today.

Date: Feb. 14

Integrity

Do the right thing. Spike Lee used these words as a title for one of his movies. When faced with a choice today, listen to your conscience. You know what&#;s right. Do it.

Date: Feb. 15

Freedom

Civil rights activist Diane Nash said, Freedom, by definition, is people realizing that they are their own leaders. Take a leadership role today in your own life. Find one way you can be more expressive of who you truly are.

Date: Feb. 16

Acceptance

Resentment, fear, criticism, and guilt cause more problems than anything else, says Louise Hay. Today, choose not to judge yourself (your looks, your capabilities, your expression). See yourself as unique, loving, capable and bright!

Date: Feb. 17

Self-forgiveness

When you judge yourself, you tend to believe that who you are is what you have done or not done, what you have or don't have. Knowing that who you are is greater than all these things, today, forgive yourself for forgetting the good that is in you.

Date: Feb. 18

Inspiration

Think of at least two people who exemplify the practice of nonviolence. What is it you admire about them? Practice these behaviors today so that other people may be inspired.

Date: Feb. 19

Mission

My life is my message, says Gandhi. Write down what you want to stand for in your life. Note at least one way you can show, through action, that you stand for your beliefs. Take this action today.

Date: Feb. 20

Prayer

Prayer from the heart can achieve what nothing else in the world can, said Gandhi. Begin and end the day with a prayer for peace. Let peace begin with you.

Date: Feb. 21

INTERPERSONAL

In order to create a peaceful world, we must learn to practice nonviolence with one another in our day-to-day interactions.

Harmony

Choosing not to engage in any form of gossip today contributes to harmony. Today, choose to see the good in others rather than finding fault.

Date: Feb. 22

Friendliness

To humorist Will Rogers, strangers were simply friends he hadn't met. View those you encounter today in that light. Make a new acquaintance.

Date: Feb. 23

Respect

Gandhi taught, Language is an exact reflection of the character and growth of its speakers. Today, respect yourself and others by choosing not to use any profanity or put downs.

Date: Feb. 24

Generosity

Mother Teresa said, There is a hidden poverty more pervasive than lack of money. It is the poverty of the heart. Find three ways to generously give of your time, attention and resources to others.

Date: Feb. 25

Listening

Today, stop what you are doing and take five minutes to listen to the feelings behind someone&#;s words to you. Be fully present for the conversation and be interested in what the person is saying.

Date: Feb. 26

Forgiveness

When we forgive, we do not condone hurtful behavior. When we realize that there is something within us that is more important than this wounding experience, we are free to let go of the past and move on with our lives. Today, write a letter to forgive someone. You do not have to mail it.

Date: Feb. 27

Amends

Make amends today. Apologize to someone you may have hurt and mean your apology sincerely.

Date: Feb. 28

Praising

Appreciation helps people to grow. Offer praise to at least three people today for their personal qualities, achievements, or helpful service.

Date: Mar. 1

Patience

According to Caesar Chavez, Nonviolence is not inaction It is hard work It is the patience to win. When your plans seemed delayed, choose to be patient by identifying at least three ways that you can constructively use this time to support your goal.

Date: Mar. 2

Acknowledgment

Tell someone today what a difference he or she has made in your life. Acknowledge that person for being there for you. Make this a day when you don't take people for granted.

Date: Mar. 3

Love

Gandhi wrote, Nonviolence is based on the assumption that human nature unfailingly responds to the advances of love. Today, focus on what you appreciate most about the person you like the least.

Date: Mar. 4

Understanding

Thich Nhat Hanh says, When you understand, you cannot help but lovepractice looking at all living beings with the eyes of compassion. Send a silent thought of love to ten people today. Share your experience with someone.   

Date: Mar. 5

Mindfulness

If we just act in each moment, with composure and mindfulness, each minute of our life is a work of art. Be aware of the motivation behind your action, the intention behind your words, and the needs and experiences of other people. By doing so, you are making life more beautiful for others.

Date: Mar. 6

Graciousness

When you are out driving today, be more courteous. Give others the right of way and stop and let pedestrians cross the street.

Date: Mar. 7

Kindness

Every day we hear of random and senseless acts of violence. Participate in the counter-revolution of kindness started by Anne Herbert. Perform three acts of kindness today.

Date: Mar. 8

Dialogue

Marianne Williamson describes a healthy society as one in which those who disagree can do so with honor and respect for other people's opinions, and an appreciation for our shared humanity. In the Desiderata by Max Ehrmann, he says, Speak your truth quietly and clearly and listen to others. Today, speak up but do not enter into the spirit of argument.

Date: Mar. 9

Unity

Differences give variety to life and are often only on the surface anyway. Today look for three ways to see beyond outer differences in opinions, appearances, or goals. Find the meeting point of underlying unity that exists in diversity.  

Date: Mar. 10

Openness

A Turkish proverb says, He who builds himself a fence, fences out more than he fences in. Today be open to understanding ideas and people that you have previously opposed.

Date: Mar. 11

Accountability

In conflicting situations, personal accountability allows us to take responsibility for how I contribute to the conflict. Today, take responsibility for how you contribute to a conflict and make a different choice that can lead to a peaceful resolution.

Date: Mar. 12

Uniqueness

Dale Carnegie says that the greatest need people have is for love and approval. Praise, compliment and honor the uniqueness of at least five people today. Notice the positive impact you make by valuing the individuality of each one.

Date: Mar. 13

Cooperation

When we work together, we are stronger than when we work alone. Today, find one significant way that you can cooperate more effectively with the people in your family or workplace, school or community. Do it.

Date: Mar. 14

Mastery

Labor organizer Caesar Chavez teaches, If you use violence, you have to sell part of yourself for that violence. Then you are no longer a master of your own struggle. Breathe deeply, silently counting backwards from ten to calm yourself and cool off before you speak or act with impatience or anger. Do this as least once today.

Date: Mar. 15

Compassion

Mother Teresa implored us to find someone who thinks he is alone and let him know that he is not. Today, do as Mother Teresa suggests.

Date: Mar. 16

 

COMMUNITY

Nonviolence challenges us to stand for truth by taking action that honors the dignity and worth of every human being.

Disarmament

Have a conversation with someone today about what the world would be like if there were no weapons nor any need for them. Imagine such a world.

Date: Mar. 17

Ecology

Value the earth by conserving natural resources and avoiding the purchase of products that deplete rain forests or exploit labor forces. Practice recycling today by using at least one recycled product or by recycling a product.

Date: Mar. 18

Honor

Albert Einstein said, There are only two ways to live your life. One is as though nothing is a miracle. The other is as if everything is. Before each meal today, stop to honor all the hands that brought it to you and to bless the earth for its bounty.

Date: Mar. 19

Choice

Be aware today of any jokes or remarks that show disrespect toward ethnic groups, women or men, classes of people, religious groups, gays or lesbians. Be considerate of every person's dignity, and choose not to participate in disrespectful conversation.

Date: Mar. 20

Advocacy

When someone stands up to violence, says Thich Nhat Hanh, a force for change is released. Every action for peace requires someone to exhibit the courage to challenge violence and inspire love. Today be an ally. Without blaming or judging others, speak out for those who are disrespected.

Date: Mar. 21

Equality

Have you ever noticed the groups of people who are under-represented in your activities and lifestyle? Find one way to connect with a person from these groups today.

Date: Mar. 22

Action

Each of us can work to change a small portion of events and in the total of all those acts will be written the history of this generation, said Robert Kennedy. Today, find a way to make one, small change that will contribute to the well-being of your home, school, workplace or community.

Date: Mar. 23

Giving

Practice generosity by sharing time, energy and material resources with those in need. Clean out your closet, bureau drawers, or garage. Are there things you Aaron&#;t using that might be of value to someone else? Today give away what you are no longer using.

Date: Mar. 24

Responsibility

The quality of your community starts with you. Take responsibility for the quality of your community wherever you are. Today, pick up trash that is not your own, whether at home, at the office, or on the street. Every little bit helps.

Date: Mar. 25

Self-sufficiency

People need the dignity of work and the opportunity to provide for themselves and their families. Economic self-sufficiency is a requirement for a nonviolent world. Today, create a job for someone or help someone to find employment (examples: help them with a resume or application. Help them make phone calls, dress appropriately, practice interviewing.)

Date: Mar. 26

Service

Dr. Martin Luther King, Jr. said, Everybody can be great because anybody can serve You only need a heart full of grace and a soul generated by love. Sign up to volunteer a minimum of two hours this month with an organization of your choice. Share your commitment with at least one person.

Date: Mar. 27

Citizenship

Robert Muller, former assistant secretary general to the UN, urges, Use every letter you write, every conversation you have, every meeting you attend, to express your fundamental beliefs and dreams. Today call or write one of your legislators and register your views.

Date: Mar. 28

Intervention

Alcohol and drug abuse is both a consequence and a cause of violence. Today have the courage to intervene in a caring way with someone who is using alcohol or drugs. Through your honest and straightforward communication, encourage them to get educated, get help, get sober and free from drugs.

Date: Mar. 29

Witnessing

We are each other's bond, writes poet Gwendolyn Brooks. Those who practice nonviolence cannot close their eyes to injustice or cruelty. We are here to be a witness for justice and compassion. Today be willing to stand up for Truth by your presence, your words and actions.

Date: Mar. 29

Peace

An 11 year old writes, Peace is a special thought or a special love or light or spark that we all share within ourselves. Thich Nhat wrote, Practice watering seeds of joy and peace and not just seeds of anger and violence, and the elements of war in all of us will be transformed. Today, make a choice to meet each experience with an intention for peace.

Date: Apr. 1

Commitment

Spend five minutes reflecting on your commitment to nonviolence. Write down what it means to you and what you are willing to do as a consequence of your commitment to it. Make your commitment public by sharing it with at least 2 people.

Date: Apr. 2

Release

A Sufi proverb says, When the heart weeps for what it has lost, the spirit laughs for what it has found. Today look back on how far you have come during this 64 day journey. Release the weight of your past, judgments of yourself and others, and the idea that world peace is not possible by acknowledging that you do make a difference.

Date: Apr. 3

Celebration

Rejoice in the work that you have done. Celebrate the journey that you have made with countless others who believe that every individual can move the world in the direction of peace with their nonviolent choice and action. Margaret Mead said Never doubt that a small group of thoughtful committed citizens can change the world; indeed it is the only thing that ever has.

Date: Apr. 4

Poster and Other Sponsors

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Sours: https://www.k-state.edu/nonviolence/Season/64ways.html
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Why your customers may not want to hear ‘Sorry for the inconvenience’

“Sorry for the inconvenience” is one of the most popular phrases used in customer support. Call center agents typically use it over the phone to appease angry or dissatisfied customers. However, there are a lot of inherent flaws that have made the use of this statement overused, cliched, and not so personalized. Let’s look at why apologies in call center support need to be more empathetic and discuss alternatives that will resonate with customers better.

Why is an apology necessary?

A lot of times in customer support, you need to have difficult conversations with customers. You’re likely to run into users who are facing a hard time with your product or service, and need your guidance and expertise to help them resolve the problem. An apology, therefore, becomes a must in such cases.

The two primary reasons as to why apologies have a significant impact on building customer relationships can be summarized as:

They give you the chance to acknowledge your mistakes

Although customers can be impatient at times, if you frame your apology correctly with the right amount of empathy, they will most definitely understand your position. Your apology should very clearly acknowledge the mistakes on your company’s behalf and ensure the customer that this is not something that will be repeated in the future. When your customers feel their problems are being genuinely acknowledged and worked on, it will build trust and a feeling of positivity in them.

They allow you to propagate a sense of customer loyalty

Bad customer service experiences and negative feedback can spread like wildfire. You do not want to be at the receiving end of a Twitter rant because you sounded too robotic over the phone while answering a support question. By apologizing promptly and proactively, such situations can be avoided. In fact, stories of brands that go out of their way to apologize to customers go viral in no time. Customers are more likely to stay associated with your brand for a longer period of time if they experience such ‘wow’ moments. Good apologies, therefore, go a long way in instilling a sense of customer loyalty and positive word of mouth.

The traits of a proper customer apology [with example phrases]

So, what does it take to craft the perfect customer apology? Here are a few ground rules that you need to be mindful of before apologizing to customers.

Acknowledge &#; not just your mistake, but also its impact

Customers call support for a variety of reasons. It can be something as minor as a missing FAQ in the support portal, or something highly critical such as a billing issue or a product feature completely breaking. Regardless of the scale of the customer’s problem, it’s essential for the call center agent to fully acknowledge the impact an oversight can cause the customer’s day-to-day operations. It’s hence imperative to pepper your apology statements with phrases like:

  • “I understand how this problem would have affected your daily operations”
  • “We fully recognize that this is a critical issue which can impact your workflows”.
  • “I sincerely apologize for all the trouble you must have faced because of this issue.”

Exhibit empathy and put yourself in the customer’s shoes

When customers call support after trying multiple troubleshooting measures on their own, they’re naturally not going to be in a pleasant mood. It’s important for your support agents to not panic in such situations and handle the call with care and empathy. Listen to what the customer has to say patiently and only speak when it’s your turn. Reassure them throughout the call that their grievances will be addressed at the earliest. Some phrases that will come in handy when you’re looking to pacify disappointed customers include:

  • “I would be just as frustrated if I were in your position.”
  • “I understand how this [problem] would have made you feel.”
  • “I’m deeply sorry for keeping you waiting for so long.”

Express urgency and set the right expectations for resolution

Whenever you’re apologizing to customers, do not leave them hanging without a resolution ETA. Ultimately, customers want speedy service and further delays will only add to their frustration. However, you also need to weigh in how long it will take your product/engineering teams to work on the issue behind the scenes. You, therefore, cannot be making false promises to customers and need to sound as realistic as possible. If they’re going to have to wait for a substantial amount of time to expect a resolution, explain clearly why the delay is going to occur and apologize in advance for the trouble caused.

Here are some sample phrases which can comfort anxious customers who are eager to know when they can expect a solution to their problem:

  • “I’m sorry on behalf of my team for not resolving this problem sooner.”
  • “You can expect a resolution as early as tomorrow”
  • “Please bear with us as we work on resolving the problem. Rest assured, you can expect a solution within 5 working days.”
  • “Thank you for bringing this to my attention. I’m going to expedite the process and try to resolve your problem ASAP.”

Avoid using template responses

When customers are expecting you to pay attention to their problem, the last thing they need is a template response that doesn&#;t address the issue at hand satisfactorily. They’re probably tired of hearing statements like “Sorry for the inconvenience” and other awful phrases that add zero value to the conversation. They want actionable solutions that will bring them closer to resolving the problem. The faster you get to the point, the more your customers will appreciate the candor.

Let’s look at what you can say instead of reiterating the same old, boring phrases:

  • “I’m sorry for the trouble you’ve faced so far. Here’s what I can do for you right now&#;”
  • “Would you like to try this workaround while my team works on troubleshooting the problem?”
  • “Would you mind sending a picture/screenshot of the issue so I can look at it right away?”

Why sorry for the inconvenience just doesn&#;t cut it anymore

Now that we’ve seen what good apologies look like, we can get an even better idea as to why “sorry for the inconvenience” is an outdated statement that will do your agents more harm than good if used regularly in customer conversations. Its key flaws primarily center around the following reasons:

  1. Poor customer experience is much more than an inconvenience. The customer’s disappointment with their favorite brand letting them down should not be dismissed with something so perfunctory.
  2. The phrase lacks authenticity as it has been overused since time immemorial. Customers are aware of this and most likely think support agents use it on autopilot.
  3. If used without a follow-up statement, it does not come across as very empathetic. This is because, at no point, does it acknowledge the impact of what the customer is facing.
  4. It does not express urgency or give the customer reassurance that their issue will be resolved soon.
  5. It can often be counterintuitive and lead to negative customer experience. You would not want to risk customer satisfaction levels due to minor mistakes like these.

Final thoughts &#; how to give a customer apology without saying &#;Sorry for the inconvenience&#;

As customer expectations increase, the way you deliver customer service must evolve too. Tried and tested approaches that worked in the past may not be all that successful anymore. You need to constantly reinvent the wheel and offer genuine help to customers. If this means getting rid of phrases like “Sorry for the inconvenience”, and adopting newer, more empathetic apology statements, you should hop on to the bandwagon soon before your customers start complaining.

So, what are your alternatives to “Sorry for the inconvenience” that have worked well for you in the past?

We’d love it if you can share some interesting experiences in the comments below.

Illustrations by Mahalakshmi Anantharaman

Animation by Vinoth Krishnan


About Freshdesk Contact Center (Formerly Freshcaller)

Freshdesk Contact Center (Formerly Freshcaller) is a modern-day reimagining of call center software for customer support, sales, IT, and HR teams. With its cloud-based architecture, Freshdesk Contact Center brings together the best of legacy features like IVR and advanced call routing capabilities like Smart Escalations, Customizable Performance Reporting to help you set up state-of-the-art phone operations. Freshdesk Contact Center offers phone numbers in 90+ countries, requires zero phone hardware, and is extremely easy to use.

If you wish to know more about Freshdesk Contact Center please visit our website for more information.

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Sours: https://www.freshworks.com/freshcaller-cloud-pbx/call-center-software/sorry-for-the-inconvenience-blog/

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Hold Up. They Said Sorry — So Why Am I Still Angry?

A few years ago, getting someone to say sorry was like squeezing water from a rock. Now people are sipping on crystal-infused water for calm, and we’re living in the age of “I’m sorry you felt that way.”

So, with sorry being thrown around all over the place, how do you distinguish the genuine ones from the half-hearted statements. What happened to the good ole times when apologies could build bridges and mend relationships?

Even when an apology comes from a good place, sometimes anger is still there. Want to figure out why? From, getting over *that* kind of apology to exploring where your anger comes from, here’s everything you need to know.

It’s not the apology you deserve — or an apology at all

If there’s ever a time to use the cliché “Actions speak louder than words,” it’s with apologies. Someone can apologize until they’re blue in the face but if you’re noticing it’s not backed up by their actions moving forward? It’s meaningless.

“Sometimes, apologies aren’t legit,” Aimee Daramus, Psy.D, tells Greatist. “If their actions don’t back up the apology, you still have some work to do, to set boundaries and tell the person what real changes you need.”

Or maybe you find yourself angry after an apology because that’s the way they gave their apology: angrily.

“We are responsive to each other’s energy. Apologies given in anger or frustration are often met with the same emotional tone in response,” relationship expert and sex therapist, Shadeen Francis, tells Greatist.

If you’re still reeling after a sorry, ask yourself: Does this person use sorry as an escape? Have they said sorry before, only to not change a thing?

You’re angry about something bigger

Maybe they did apologize properly and changed their actions, yet you still feel angry. In that case, maybe what’s bothering you isn’t the issue apologized for. It could be a much bigger, pent-up problem.

In fact, your anger may not stem from them at all. “Did they accidentally trigger something from the past, or is it a pet peeve of yours?” Daramus says. If they simply acted different than you would have in their situation, she suggests that your problem may be with you not them.

In fact, your frustration might come from a deeply ingrained issue that requires time to deal with and process.

“Anger can also mask depression or trauma, especially if it’s hard for you to express your emotions,” Daramus says. “If you’re angry all the time, even over little stuff, consider talking to a therapist to see what else might be going on.”

Sorry isn’t a magic word — you still need to process it

Each person processes feelings at their own pace, and you may just need more time. “For some, apologies are symbolic and meaningful enough that they allow a person’s anger to shift. For others, anger takes longer to shift. Sometimes people need time to process the apology before their anger decreases,” Madison McCullough, a therapist and LCSW, tells Greatist.

At the same time, your anger may be coming from a place of pain. Though the person has apologized properly, you may have forgiven but not yet forgotten how they made you feel.

“Listen to the need that underlies your feelings: what is it telling you? The message of anger is about protection from pain,” Francis says.

Allowing yourself to feel said pain can be incredibly scary, but often it’s the only way to truly move on from your anger.

“Quite often we get angry when we have been hurt,” Shadeen continues. “It is worth honoring that. It may feel like too vulnerable a position, but acknowledging how you were hurt also helps you heal and release the part of yourself that is using anger for protection.”

Whether it’s moving on from the situation or the person, an apology needs to be processed for anger to fully dissipate. Processing an apology may mean finally accepting it or acknowledging that you can’t.

“If it’s someone else’s problem, set your boundaries, thank them for the apology, and let them know what action you need from them. If they don’t do it, impose some consequences,” Daramus suggests.

“If nothing else, let them know that they can only count on you if you can count on them, and you might not be there to help next time they need you. Then don’t talk about it anymore, just do it. Save your time for people who respect it.”

Don’t be afraid to clarify

However, before you break off ties (unless it’s a very cut and dry situation), Daramus recommends giving the other person a chance to share their point of view.

McCullough seconds that sentiment: “Clear communication is always a healthy way to navigate through anger. Often, anger is trying to tell us something. If you can figure out what the anger is trying to tell you, you can communicate what you might need to another person that goes beyond an apology.”

Then, as hard as it is, really evaluate whether you’re making the issue into something bigger than it is. You’re completely in the right to feel as hurt and angry as you are. This is just about taking a step back and looking at how you feel and why.

“Questioning your irrational beliefs is [good]. ‘People should never be late.’ Not realistic. ‘He should always have time for me.’ Probably not. If there’s an ‘always” or “never,’ it’s probably not realistic. Expecting people to do their best most of the time is realistic. Expecting perfection is not,” Daramus says.

If you still feel angry, it’s completely okay

It’s completely valid to be angry even after someone says sorry. Don’t let anyone guilt you into thinking anger isn’t acceptable.

“Anger is a deeply stigmatized emotion, so often people feel afraid of or overwhelmed by their own anger. Anger is not inherently bad; it’s powerful emotional energy. And it does not necessitate negative outcomes,” McCullough says.

“If you think about anger as strong emotional energy, you can think about ways to channel that energy into things that will make you feel better,” she says. “Maybe that’s screaming into a pillow. Maybe that’s writing in a journal. Maybe that’s going to an intense exercise class. Think about ways to harness that emotional energy for your own benefit.”

You don’t have to get over it for anyone else except yourself. Feel how you feel and then, when you’re ready, move on for you.

Sarah Fielding is a New York City-based writer. She covers social justice, mental health, health, travel, relationships, entertainment, fashion, and food.

Sours: https://greatist.com/grow/non-apology-apology-reaction

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