Apology advertisement | AT&T

Interesting ad! The layout reminds me of the Sony Anyplace TV ads with the Avis “we tray harder’ message.

An easy and safe approach to communicating a commitment to customer service might have been to show a bright and cheery phone agent. But to show an irate customer who happens to be at the receiving end of the company’s failure shows a lot of empathy is so much more effective and convincing.