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On some occasions, it may be necessary to escalate a complaint if it’s not within your power to resolve. For example, if they’re upset about a product’s quality or performance, you need to refer them to your returns and replacements policy. Instead, find a solution and clearly explain to your customer what the resolution is.Ī good customer service team should have protocols in place for finding solutions to customer complaints. That just sounds unprofessional and gives the impression that you don’t care. Provide A SolutionĪlways focus on solving the customer’s problem. We can see how, on this occasion, we didn’t reach our normally high standards of delivery.’ 5. ‘I can see that you’re frustrated about your experiences with our product/customer service. So, in your response, reflect back on what they’ve told you.įor example, you could write something like this: If your customer has taken the time to bring an issue to your attention, it’s polite and good practice to acknowledge that. Consumers crave a personalized experience they want to be treated as individuals, not as another cog in a gigantic wheel. It shows insufficient attention to detail. These days, 'Dear Sir/Madam' just doesn't cut the biscuit. Look at how they sign off their complaint and reflect that back. At the very least, you should always address the customer by their name. If you're not already, it's time to take a personalized approach. We value customer feedback so that we can work to provide you with gold-plated customer service.’ We appreciate you contacting us to let us know. ‘Thank you for contacting and letting us know about your experiences with our. It’s imperative you acknowledge their complaint and show you care about their grievance.įor instance, if a customer has written to complain, you could start with something along the lines of: So, always say thank you at the start of your email. Yes, you've already done this in your automated message - but it doesn't hurt to do it again. So, above all else, make sure you thoroughly read the email and respond to every aspect of the message. You could even bullet point each issue to ensure you answer every aspect of their message. So, try to summarise what they’re complaining about in a separate text document. It’s easy to overlook something the customer says, particularly if the email\’s pretty emotive or raises several points. This may seem obvious, but unless you address every point the customer makes, you’re only prolonging the correspondence and further irritating them. Once you’re past that post, here are a few top tips you and your customer care team can adopt as you respond to angry emails in an attempt to boost customer satisfaction. This is also an excellent opportunity to thank them for writing in. Of course, in the first instance, you can respond with a standard automated reply telling them when they'll receive an in-person email response.