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.…
- Reading emails carefully
- Anticipating follow-up questions
- Answering all of the customer's questions
- Handling difficult questions
- Explaining your process to the customer
- Paraphrasing the customer's situation
- Acknowledging the customer's feelings
- Apologizing when appropriate
- Avoiding clichéd language
- Demonstrating empathy and sincerity in your writing
- Building rapport
Skill Level Beginner
Managing a Customer Contact Centerwith Brad Cleveland1h 31m Intermediate
1. Answer the Customer's Question
2. Show Customers You've Read Their Email
3. If You Must Apologize, Be Sincere
4. Customize Templates to Avoid Sounding Robotic
5. Build Your Email Writing Skills to Build Your Career
Self evaluation3m 24s
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