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Handling Complaints Through Email
If you’re running a business and need to handle customer complaints via email, always keep in mind that every correspondence coming from you is a direct reflection of your business. Handle it well and you can make your company look good. Do it badly and you’ll end up hurting your company’s image.
Want to do it properly? Follow these steps:
1. Read customer emails completely.
Most customers who write in complaints never get their questions answered. That’s because most people on the other end simply scan through emails and provide what they think is an appropriate answer, without taking the time to actually read through what the customer is saying.
2. Always thank the customer for writing.
Any time a customer writes in to complain, it’s usually a sign that they care about their relationship with your business. A simple show of gratitude for wanting to work through their problems with you can go a long way.
3. Express your apologies.
If the customer has been inconvenienced by the issue, take the time to apologize sincerely. That’s the least you can do for any trouble they may have had to go through.
4. Explain the problem.
Most people, when responding to customer complaints, gloss over the causes of the problem (especially when it stems from their end). This is unfortunate because making what has transpired clear in the customers’ mind is an important part of establishing trust.
5. Proofread your email.
The last thing you want is to follow all the steps of correctly responding to emails, only to send it with a ton of grammatical mistakes and errors. What good is all that effort, after all, if the customer won’t be able to understand what you’re talking about due to the unintelligible drivel you ended up sending them? An English grammar software is such as small investment to put an end to this problem automatically.
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