Share Business Communication
Save to Folder
How many steps are there to reply customers complain?
8 steps
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
Explain why you need to (step 1) ‘Read the customer’s email in its entirely’?
to understand the problem and what the customer wants
(step 2) ‘Respond as quickly as reasonably possible’. How quickly do you need to respond?
Not later than 3 days
(step 4) ‘Apologize’. If the customer has a problem which is not with the company, how would you apologize?
I’m truly sorry for the lousy experience you went through.
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.
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
In an adjustment letter, why do you need to thank the customer?
this will show that you appreciate the customers and values their feedback
In an adjustment letter, why do you need to apology?
right or wrong we apologise for the bad experience – creates goodwill
In an adjustment letter, why do you need to explain what went wrong
we owe the customer an explanation
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
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.
If you receive an email on the 31st October 2020, by when do you need to reply the e-mail?
Before 3rd November 2020
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.
What is the name of the punctuation that you should include in your title? (Re)
Colon:
In an e-mail, which comes first? Receiver’s e-mail address or sender’s e-mail address?
Receiver’s e-mail address
