In an adjustment letter, why do you need to apology?
right or wrong we apologise for the bad experience – creates goodwill
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What is the difference between sorry and apology?
An apology is a formal admission of a wrongdoing. Sorry is usually seen as being a truer admission of regret.
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15
What is the name of the punctuation that you should include in your title? (Re)
Colon:
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In an adjustment letter, why do you need to explain what went wrong
we owe the customer an explanation
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lifesaver
Give 25 points!
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rocket
Go to first place!
Okay!
shark
Other team loses 25 points!
Okay!
baam
Lose 15 points!
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15
Why do you need to give out free gift or voucher to the customer?
Maintain PR - this is to ensure that the customers will come back to us for future purchase as our business depends on our customer base
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15
What is an adjustment letter (e-mail)?
It is a response to a written complaint. The objective is to inform the reader that their complaint has been received.
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(step 2) ‘Respond as quickly as reasonably possible’. How quickly do you need to respond?
Not later than 3 days
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In step 6, (Explain why or how the problem happened), do you mention your employee’s name?
You do not have to very specific. Do not name employee or specific department.
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What are the 5 content of an adjustment letter?
1. Thank customer for feedback 2. Apology or sorry for bad experience 3. Explain what went wrong 4. Problem solve 5. Pr – hope for patronizing in the future
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Explain why you need to (step 1) ‘Read the customer’s email in its entirely’?
to understand the problem and what the customer wants
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In an adjustment letter, why do you need to thank the customer?
this will show that you appreciate the customers and values their feedback
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baam
Lose 15 points!
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seesaw
Swap points!
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fairy
Take points!
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banana
Go to last place!
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seesaw
Swap points!
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shark
Other team loses 25 points!
Okay!
shark
Other team loses 20 points!
Okay!
thief
Give points!
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15
If you receive an email on the 31st October 2020, by when do you need to reply the e-mail?
Before 3rd November 2020
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What are the steps to reply to a customer complain?
Read email, Respond quickly, Open with “Thank you.”, Apologize, Explain the problem, Solve prob, offer compensation, repeat business
