Join Leslie O'Flahavan for an in-depth discussion in this video Solution: Sincere, part of Writing Customer Service Emails.
(electronic chiming) (whooshing) - So, how did you do with your apology to Marcus? Let's compare. Marcus was legitimately upset about not being given his loyalty points on more than one occasion. So, in my reply, I tried to do a few things. Apologize because we were wrong. Customers shouldn't have to ask more than once to have correct information recorded in their accounts. They shouldn't have to ask at all. I empathized to show the customer I could see the situation from his point of view.
There is no other point of view in this situation. Landon Hotels just can't defend the hassle it's caused this customer. And I tried to head off another email by confirming the missing points have been added to his account. You can review my full response in the Exercise File. Writing this email leaves me with hope that Marcus won't have any more problems with his points and that my polite, apologetic email will retain him as a Landon customer.
- 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