It can be hard to figure out what to say when customers ask difficult questions about refunds, exceptions to policy, or poor quality products. This lesson provides strategies for answering difficult questions honestly while retaining the customer.
- Life is full of difficult questions,…and our customers ask a lot of them,…and because we genuinely want to be helpful,…responding with, "We can't help you,"…or "You're not going to get your money back"…can be painful, but if you're going to write…excellent emails, you have to write clear…and direct answers, even when those answers…are difficult to give.…Customers' difficult questions fall…into two broad categories.…Will you give me what I want,…and why did this bad situation happen?…Will you give me questions include,…will you give me a refund,…will you send me a new product to replace the broken one,…and will you make an exception to your no-returns policy.…
Some why did this happen questions are,…why didn't you send me the correct item,…or why do you have the wrong information in my records.…It's our job to answer customers' questions directly,…even if the answers will upset them,…but it's what we say after we answer…the question honestly that matters the most.…Try the no, but or the because, and answer method.…
Author
Leslie O'Flahavan
Released
3/16/2017- Determine what to include in an email response to a customer.
- Name three statements that should be included in an apology letter.
- List three ways to demonstrate sincerity in a customer service email.
- Identify the best way to evaluate and improve customer service emails.
- Apply techniques learned in the course to rewrite current templates.
- Examine emails for spelling, punctuation, and grammatical errors.
Skill Level Beginner
Duration
Views
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Introduction
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Welcome1m 22s
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Excercise files31s
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1. Answer the Customer's Question
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2. Show Customers You've Read Their Email
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3. If You Must Apologize, Be Sincere
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Avoid cliché language3m 43s
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When to empathize4m 6s
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Challenge: Sincere1m 1s
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Solution: Sincere1m 7s
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4. Customize Templates to Avoid Sounding Robotic
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Make templates customizable3m 19s
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Build rapport3m 13s
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Solution: Templates1m 28s
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5. Build Your Email Writing Skills to Build Your Career
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Self evaluation3m 24s
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Conclusion
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Next steps48s
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Video: How to answer difficult questions