Responding to a Critical Message from a Customer
As stated in the last section, any message from a customer should be treated as an opportunity to improve the relationship with that customer. When a critical message is received, it is best to follow these guidelines:
- Contact the customer immediately
- Describe the immediate remedy to the problem
- Describe why the problem occurred
- Describe action being taken to correct the problem going forward
- Offer positive thoughts for the future
Often items two and three will be intertwined in your email: it can be hard to describe how you’re addressing the issue without describing what went wrong in the first place.
Here is an example of how a critical customer message can be handled:
Re: Why doesn’t your app work on my device?
To: Kim Enzo
Dear Kim,
Thank you so much for sending in your inquiry. We took a look at the information and screenshots you provided, and it looks like your device may not have its location permissions turned on, which can prevent our app from working correctly. For guidance on turning on your location functionality, please look at the attached guide.
If this doesn’t resolve the issue, please let us know, and we will work with you to solve the issue.
Sincerely,
Sara Hernandez
Customer Support Representative
Not all customer issues can be solved in just one email. Additionally, there may be complex issues that require multiple people to solve the problem. In these situations, it is essential to keep the customer aware that someone is looking into the request; however, sometimes things slip through the cracks.
Take a look at this email sent to a customer whose product wasn’t working, and then failed to receive any response from customer service:
Re: Why don’t I get service from your Customer Service Department?
To: Ramogi Bangston
Dear Ramogi,
We at Auto World are very sorry that our initial efforts to satisfy your request have fallen short. I was forwarded your email today from our Customer Service department, and I am able to inform you today that we have discovered the cause of the problem.
It turns out that the software in your car needs to be updated. I apologize that Customer Service did not immediately get back to you with that information.
I am happy to report that our dealership can update the software as soon as you bring in your car. It will take no more than 10 minutes. Once the software is updated, you will be able to use all the systems with voice commands.
Again, our apologies to you for the tardy response to your inquiry. We hope to continue providing responsive service for the life of your vehicle.
Sincerely,
Gwen Khan
General Manager
Auto World
Write a Response to a Customer’s Request
Responding to a customer request via email should follow much the same rules we have described in responding to any and all customer communication. We want to be concise and direct in structure, and courteous and appreciative in tone.
When responding to a customer request, use the subject line to reinforce your main point. Provide your answer to the request right away at the opening of your message. Use the body of the message to provide details, explanation, and any additional information needed. Close with a summary and expression of appreciation and goodwill.
Re: Your July 25 Inquiry Regarding Additional Education Discount
To: Ignacio Da Silva
Dear Ignacio,
Thank you for your message regarding Plato Publishing’s discount to academic institutions. Yes, we do offer an additional discount for Higher Education purchases.
Our website has the complete schedule of the sliding scale used to calculate volume discounts off our list price. For academic institutions such as yours, we add an additional 25% discount to the volume discount price. There is also a monthly list of publications that are being offered at special prices that also will receive the additional academic discount.
I have attached a PDF list of our complete offering for your convenience.
We greatly appreciate your ongoing business. Please contact me if you have any further questions or needs.
Sincerely,
Elizabeth Nguyen
Customer Service Manager
Pelican Publishing