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THE LASTING EFFECTS OF A GOOD RESPONSE EMAIL TO CUSTOMER COMPLAINTS
Are you looking for ways to improve your company’s customer service?
Earning a new customer’s business costs seven times more than maintaining an existing customer.
One way to keep your customers (and continue growing your business) is to provide premier customer service. Sometimes quality service includes responding to customers who aren’t totally satisfied with their experience.
Read on to learn about the lasting effects of a good response email to customer complaints!
Show the Customer You Care
Writing an email about an important issue can be crucial to keeping a customer.
Your email should be written in a genuine tone and in a way that your client can identify. Whenever you write an email response, you should consider who the audience is and how you can connect with the reader.
You should address your customer’s complaints directly and in a meaningful way.
For example, after you introduce yourself in an email, find common ground with your customer and offer a thoughtful remedy to resolve the issue.
Timely Responses Matter
When a customer complains about the experience they had with your business, it shows that they have been impacted in an important way.
It’s important to remember that when a customer writes an email, they are taking time out of their day to share their feelings with you about something that matters to them.
With that in mind, you need to ensure that your response is timely.
A good rule of thumb is that you respond to a customer complaint within 24 hours of receiving it.
Sometimes though, a complete response will take longer than a day. You may need to spend some time talking to other employees about the issue to learn more.
In those instances, you should respond to the initial complaint within 24 hours and notify your customer that you will follow-up after you look into the issue further.
What You Write Lasts
In today’s digital age, what you write in an email won’t go away anytime soon.
You should keep in mind that what you write may be shared with someone else.
The fact that (many) other people may have access to what you write means that you need to choose your words carefully. It also encourages writing to your customers in a respectful manner they deserve.
An email can be forwarded to someone else in a matter of seconds. It can also be part of a screenshot that is shared with other groups of people.
In short, what you share with one person can eventually make its way to many others!
Wrapping Up: The Importance of an Email to Customer
When you write an email to customer it’s important to think about how it will be received by the reader.
Before you write an email response to a customer’s complaint, spend time thinking about the issue and how what you say will impact the customer and your business.
Your email response is an opportunity to show your customers that you care about what’s important to them.
Are you looking for other ways to provide premier customer service to your customers?
Check out our blog post on ‘Customer Service Trends That Will Dominate 2020’!