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If not, let me know if I can help in any way. Thank you for your patience and I hope your issue was eventually resolved. Our team was briefly overwhelmed, but we acknowledge we should have moved faster to find a solution.I’ve passed your thoughts on to my team – we’ll make sure we use this experience to grow and learn as a team. This was caused by our recent product launch which created a surge of phone calls and live chat requests from interested customers. Making you wait an hour on hold is unacceptable – I know too well it’s a situation that can ruin your day. It’s important for us to respond to customers quickly and efficiently, but we failed you this time. So, the best strategy is to be humble and understanding.Here’s the response email you could send: Hi Lou,I’m very sorry you had to go through this experience. We’ve all been held up on the phone at some point in our lives and it’s not pleasant. However, the first thing to do is to put yourself in the customer’s shoes. This is a situation that might occur often, and it’s also sometimes not your team’s fault. Imagine you receive a complaint about a customer being on hold for a long time while trying to reach customer support. Email template example 1: Customer service complaint We created seven different examples to show how the template can be adjusted.
The template acts as the starting point for responding to different situations, but you should modify it to add a personal touch or any relevant information. DOCX 7 examples of customer complaint response templates If you need anything else, let me know if I can help.I apologize again for any inconvenience.ĭownload as. This was likely caused by, but, regardless, we should have handled this better.I’ve passed this on to my team – we’ll make sure we use this experience to grow and learn as a team. We acknowledge that we failed you this time by. Hi, I’m very sorry you had this experience. Here’s a template for a customer complaint response letter you can send via email: See how Acquire's customer engagement platform and unified view help you do just that. Keep your customers happy Reduce customer complaints and increase satisfaction by providing your customers with as much support as possible.
Insert a touch of personality, but, try to keep the tone positive and respectful.
#REPLY TO COMPLAINT EMAIL CONCERNING DAMAGED GOODS FREE#
Staying calm might be difficult if the customer is aggressive, so try to step back and look at the situation objectively (this will be easier to do if you’re communicating via email or live chat, rather than on the phone).Īny words included in brackets are placeholder text you can replace with whatever makes the most sense for your business (or remove altogether if it doesn’t apply to you).Feel free to modify this template as you see fit. Customers aren’t always right, but it’s never a good strategy to antagonize them – don’t forget they could well spread the word and damage your brand. It’s important to show your customer that you take their complaint seriously and want to alleviate their concern, but also that you’re actively trying to solve the problem instead of just apologizing. If you can provide immediate help on a problem or even offer a discount, coupon, or another benefit to the customer, go ahead.
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So, avoid phrases like “We’re sorry you feel this way” or “We apologize if we caused problems.” Opt for “We’re sorry we inconvenienced you” or “You’re right, we take full responsibility for what happened.” It’s easy to fall into this trap, especially if the customer isn’t completely justified in their complaint. This often happens with brands that give half-hearted apologies and then get slammed for them online. This could include a reason that was outside of your control or taking full responsibility for a mistake. Focus on helping the customer understand why something happened instead of refuting their complaint. If you need to point out where they’re wrong to provide a solution, start by empathizing with them and go on to say something akin to “This shouldn’t normally be happening, so I’d be happy to look into it” or “Sorry, we’ve been amiss in communicating about this, here’s an updated article you can check out.” Be understanding, there’s no point trying to convince a customer they’ve got this wrong. Acknowledge the customer’s frustration.
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How to write an effective customer complaint response Overview of email content
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And, you need to respond to de-escalate the situation if you can.This email is often difficult to write without getting defensive – but you must resist! To help you identify the best possible response, we built a series of customer complaint response templates and have provided a few tips so you won’t have to start from scratch. If you’re unlucky, customers will feel so frustrated that they’ll send you a letter or email giving you a piece of their mind. No matter how much effort you put into customer satisfaction, some things might still go wrong.
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