Your Written Response to Customer Complaints Must Do These 3 Things

some of the emails you send out are going to be in response to a problem your customer is experiencing these emails need to be written in such a way that you restore the customers confidence in your company and that you regain their goodwill you can do this in just three steps and that's what this video is about the first thing you have to do to restore confidence is acknowledge customer concern in the first sentence here are some real emails that demonstrate what I mean in the first sentence of a letter an airline said to customers we are sorry and embarrassed but most of all we are deeply sorry Nick software wrote to me thank you for your email I'm sorry you are experiencing problems with your software product keys open your emails by saying something that acknowledges what the customer is experiencing when you do you'll delight the customer with your concern and personal approach when your email is in response to a problem you need to at some point in your email apologize this can be in the opening paragraph or somewhere in the body this is why you need to apologize after a problem research shows that a genuine apology can strengthen a customer's emotional bond to a company research has also found that when an apology is perceived as genuine customer satisfaction increases 10 to 15 percent apologizing helps you create rapport and rebuild trust after a problem has happened you should apologize whether the problem is your company's fault the customers fault or an act of nature you can apologize without placing blame like this I'm sorry for any misunderstanding or I'm sorry for any inconvenience you may have experienced always apologize for issues your customer has experienced when you do your build trust and confidence in your email you need to explain why the problem happened explaining to a customer what might have caused a problem helps you to re-establish trust and regain customer goodwill explaining can be as simple as saying thanks for taking the time to let us know about this here's what we think may have happened here's how an airline explained how a problem happened in a letter to customers the storm disrupted the movement of aircraft and more importantly disrupted the movement of pilot and in-flight crew members who were depending on those planes to get them to the airport's where they were scheduled to serve you when you explain what you think caused the problem you position your company to restore the customers trust in your brand and you are perceived as more sincere when you're responding to a complaint make sure you acknowledge your customers concern apologize and that you try to explain why the problem happened doing these things helps you to write emails that regain customer goodwill

Channel: Myra Golden

Views: 41,562

Keywords: Complaint handling, Complaint response, Complaint handling best practices, Myra Golden, Customer Service SCORM Courses, Difficult Customers, Customer Service eLearning, Customer Service Online Training, Customer Service SCORM Modules, Difficult Customers SCORM Courses, Difficult Customers eLearning, Difficult Customers Online Training, Myra Golden Seminars, Customer Service Training, Telephone Doctor, Shep Hyken

Id: UV6UCsrA-Fg

Length: 3min 19sec (199 seconds)

Published: Fri Jun 01 2018