I don't think that I am that old and things have changed that much since I was working in customer service (credit union teller and loan/membership officer). If a mistake was made and brought to my attention by a member, I apologized for it. It doesn't matter if I had been the one to make the mistake, I was a representative for the company, therefore it was part of my job to take responsibility for the wrong that had been done. My husband went and picked up dinner for us tonight. When he got home and we were unpacking everything to serve it up, he realized that part of the dinner had been forgotten. I got in the car and drove back to get it knowing that my dinner would be cold when I got home. I got to the restaurant, waited in line patiently, and when I got to the front, I explained what happened making sure to say that we had gotten the food all the way home before realizing the mistake. The cashier said "Oh, I'll get that for you". She was very prompt in getting it, and certainly polite. When she handed me the bag she said "Here". That's it. No apology. No acknowledgment of the fact that I had had to drive all the way back from my house and let my dinner get cold in order to rectify their mistake. I totally understand that mistakes happen and the mistake itself really doesn't make me that upset. What does make me upset is the lack of apology. All I really want in a situation like that is for them to acknowledge the mistake and the inconvenience it caused me. Do you expect an apology in a situation like that? If you work in a customer service position, do you apologize for mistakes of that nature?