Dealing with a complaint over email can be a tricky task. You have to be careful with the wording used and remember you’re representing the principles of your company. Here are three tips which we’ve always found helpful.
Read the email properly! Loads of people skim read straight to the complain without reading the entire email properly.
Always open your email with a thank you. Show appreciation for their feedback, this will help restore the customer’s confidence in you and most importantly your company.
If a customer has experienced a problem with your service, then make sure to apologise to them. By not apologising, you’re missing an opportunity in trying to show empathy.