How to answer difficult questions

- 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.…