When you read pre-written or scripted emails, the feeling of utter dissatisfaction is almost unbearable. There is nothing more disappointing than receiving an automated email when your concern is crucial. Unfortunately, the email support of many companies is not usually up to the mark and results in a loss.
However, you can outsource these services to have a hassle-free experience. Yet, whether you are outsourcing or have an in-house team, you will come across angry customers. Handling such emails is no less than an art. We will tell you how to address such irate buyers effectively.
8 Steps Your Company’s Email Support Should Follow:
Let’s take a look at how to respond to angry customer emails:
- Respond Timely
- Apologize on Mistakes
- Explain What Went Wrong
- Provide Proper Context
- Reassure the Consumer
- Offer Discount or Refund
- Listen to Further Concerns
- Follow Up
1. Respond Timely:
The longer you delay replying to a client complaint, the more likely they will take it to a public forum. It will be worse as other consumers can have similar views about your business. It is preferable to deal with the issue within an hour. So, this will likely keep the dialogue going through email and eliminate the need for a follow-up call.
That is why many businesses are resorting to outsourced mail services. Their teams are well-trained and provide email support services without any room for error.
2. Apologies for Mistakes:
A sincere apology should be the first sentence of your response. It is crucial to realize that someone took the time to write a complaint because they had such a bad experience with your brand. As a customer care agent, your aim is to prevent negative experiences.
Moreover, it is vital to admit your fault and accept responsibility for what your brand may have done poorly. However, it is more about saving your customer connection than proving any point at that time.
Importantly, use a compassionate and apologetic tone in this phase, making it apparent that you are also willing to assist.
3. Explain What Went Wrong:
Customers value thorough explanations and solutions to their concerns. They prefer it not only for themselves but also for others going through something similar.
They are also concerned about preventing similar problems from occurring in the future. Giving the customer a reason for the issue can help them understand that there were unforeseen events.
Explaining to them that the incident was a one-time or unusual occurrence, such as their shipment getting lost in the mail, may help them relax and possibly have compassion for your brand.
4. Provide Proper Context:
As previously stated, it is critical to know the customer’s perspective. You will be on the same page in the conversation if you look at their previous interactions with your brand.
Your email support should demonstrate that you understand their state of affairs’ context, so the buyer knows you are familiar with the problems. This can assist you in expressing true empathy rather than sending them automated emails.
5. Reassure the Consumer:
If the problem was not at your end, you could state that your logistics botched the delivery. Moreover, it is integral to make your customer confident that you are giving your best to ensure the same does not happen again.
It would be best to inform the consumer that their irate email has resulted in business-wide action. Whether communicating with your product team, retraining the staff, or evaluating the relationship with your logistic partner, you should be aware of its overall impact. It will reassure customers that they will not have to go through this again, which avoids losing them.
6. Offer Discount or Refund:
When a customer’s complaint is so severe that you fear further ramifications, offering an incentive is a wonderful alternative. Offer a reward as a thank you for keeping calm and patient with your team if the complaint is reasonable and courteous.
Furthermore, if the mistake is from your end, do everything you can to provide them with a refund or discount. However, it would be best to make the full refund when the product you sold is entirely out of service.
A tiny discount can buy goodwill with a customer. You should do it if an error causes an order delay or some form of minor inconvenience that does not affect the client’s ability to use the product.
You may not be able to provide everyone a discount or refund if the complaints are the effect of a business outage that impacted thousands of consumers. Instead, accept responsibility for your error, apologize and take action to avoid the situation in the future.
7. Listen to Further Concerns:
Always ask them to let you know if they have any other questions, comments, or concerns at the end of the email. You want to convey that you are still open to more input, and it depends on them to end the conversation.
As you provide customers with chances to communicate with you, the more likely their rage will vanish, and they will get better again with your brand.
8. Follow Up:
Following up with the customer and giving them a final update on the resolution of their issue is crucial after leaving the opportunities open for future queries. You want to convince the consumer that you have finished taking the required steps to guarantee this will not happen again.
If the customer encounters a technical difficulty, follow up with them to let them know that your team has fixed the issue.
Retain Your Customers:
This is how you calm and retain your angry customers via email support. It is not a big thing to err in humans. However, it is a bigger error if you do not know how to tackle the situation. Luckily, with our guide, now you can easily diffuse the situation.
However, if it all seems like a hassle, reach out to DOS. They are the best customer support service provider in the market and handle everything properly. What we love about them is that their pricing plans are not expensive, and you get to use their services with a free trial option.
Email is the longest and most effective communication channel, and you should know how to bring it to your advantage.
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