Empathy goes a long way toward customer satisfaction and brand loyalty.
As we have mentioned before, it is vital to build rapport and let the customer know you are as human as they are!
So, before providing the customer with a course of action, analyze the situation and ask yourself: Is an apology called for?
✱ Assess the customer's emotion.
Which email heading sounds angrier?
1. IT DOESN'T WORK AT ALL!!!
2. It won't hold pressure.
Capital letters are self-evident! People express anger in written messages through capital letters!
So, the first one means the customer was pushed over the edge because their product was not working properly.
✱ Go the extra mile.
Apologize for whatever inconvenience the customer had to go through, check company policies, and provide possible courses of action.
Some companies, in situations like these, offer coupons, refunds, or discounts.
Photo by Erick Novaes made on Canvas.
7 Ways to Make Customers Happy With Your Writing Skills by Gloria Kopp