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Posted: Tue Dec 17, 2024 5:12 am
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Even if your customer service is perfect (or as close to perfect as possible), customer complaints will always be a part of it. And while each case is unique, there are quite a few response templates you can use to craft professional responses and ensure complete customer satisfaction quickly.
This article is dedicated to 11 templates for handling customer complaints via email, live chat or phone calls.
Office workers working hard with nature in the background
Image source: Unsplash
But first, let's talk about what constitutes an exceptional response to a customer complaint.
How should you respond to customer complaints?
Your response to a customer's complaint is crucial, as it could be the deciding factor that encourages them to stay with your company or look for a replacement for your product or service.
It takes a lot to make them feel like you really care.
Treat every complaint as legitimate . Even if at first glance the complaint looks like your customer is angry for the sake of being angry, never dismiss it as illegitimate. Remember that only a handful of customers ever bother to file a complaint. For every one you receive, there may be fifty people experiencing similar problems but simply choosing to go about their day.
Thank the customer for his complaint .
Even if the customer yells at you on the phone or sends you an angry email, you should always be polite and thank the customer for their complaint.
There are two reasons for doing this:
It helps you maintain a professional image.
Customer complaints are a direct source of feedback that allows you to determine which areas of your business require improvement.
I sincerely apologize . Try to avoid phrases like “We are sorry you feel this way” or “We apologize if we upset you” in favor of phrases like “You are right, we apologize for the mistake we made.” Phrasing it correctly will show your holistic approach towards the customer.
Suggest a clear solution to the problem . An apology and an admission that the mistake occurred on your part is one thing. But it's not enough, and you also need to show that you're willing to make amends. Be clear about the actions you're willing to take to satisfy the customer. Are you going to change the way you operate so that the problem no longer arises? Or are you going to send the customer a replacement product free of charge?
What to do when the client is at fault?
Even if you do everything by the rules or your product works the way it's supposed to, there will be complaints from people who get it wrong.
Apologizing to customers in these cases is especially tricky. However, you still need to help and respond to the person, but emotions are probably already running high.
An angry young man is shouting into a telephone receiver
Image source: Unsplash
For example, if the customer is actually at fault, sending them a replacement for the product that broke is not a solution.
In a perfect world, your job as a support team member would be to help the customer understand what happened without saying that they made a mistake. This is, of course, easier said than done. But, here are some tips that can help you achieve that goal:
Show empathy . Even though they may be wrong, making customers feel like they are being treated fairly is essential. Pay attention to what they have to say and acknowledge their frustration, even if it is unwarranted. Use phrases like, “I am here to help you with this,” or “This has never happened before. I will be more than happy to look into it.”
Gather as much information as you can . In order to help your customer, you need to know the exact details of what happened. After you hear/read the entirety of their complaint, be sure to repeat back what they said in your own words and ask if you understood them correctly. Then, ask casual questions like “Was the product working when it arrived?” and other details relevant to your type of product.
Mention appropriate resources and guides, if applicable . These types of germany whatsapp number data complaints often come from people who haven't read the documents provided with your product or who referenced completely different, irrelevant materials. Make sure to mention relevant guides during the conversation without directly asking them if they've read them previously.
Email Response Templates for Customer Complaints
Even though customer support is gradually moving to using live chats as the predominant channel, emails are still a completely viable way to communicate with your users.
If you are looking to expand your customer support capabilities, consider LiveAgent as it is an excellent omnichannel help desk software and one of the best ticketing software options available.
No commitment
Full name
Company name
.ladesk.com
Choose your region (datacenter location)
Data center changes creation.
Open your free account
By signing, I agree to the T&C and Privacy Policy .
The best trust us
4.8/5
5/5
Even if your customer service is perfect (or as close to perfect as possible), customer complaints will always be a part of it. And while each case is unique, there are quite a few response templates you can use to craft professional responses and ensure complete customer satisfaction quickly.
This article is dedicated to 11 templates for handling customer complaints via email, live chat or phone calls.
Office workers working hard with nature in the background
Image source: Unsplash
But first, let's talk about what constitutes an exceptional response to a customer complaint.
How should you respond to customer complaints?
Your response to a customer's complaint is crucial, as it could be the deciding factor that encourages them to stay with your company or look for a replacement for your product or service.
It takes a lot to make them feel like you really care.
Treat every complaint as legitimate . Even if at first glance the complaint looks like your customer is angry for the sake of being angry, never dismiss it as illegitimate. Remember that only a handful of customers ever bother to file a complaint. For every one you receive, there may be fifty people experiencing similar problems but simply choosing to go about their day.
Thank the customer for his complaint .
Even if the customer yells at you on the phone or sends you an angry email, you should always be polite and thank the customer for their complaint.
There are two reasons for doing this:
It helps you maintain a professional image.
Customer complaints are a direct source of feedback that allows you to determine which areas of your business require improvement.
I sincerely apologize . Try to avoid phrases like “We are sorry you feel this way” or “We apologize if we upset you” in favor of phrases like “You are right, we apologize for the mistake we made.” Phrasing it correctly will show your holistic approach towards the customer.
Suggest a clear solution to the problem . An apology and an admission that the mistake occurred on your part is one thing. But it's not enough, and you also need to show that you're willing to make amends. Be clear about the actions you're willing to take to satisfy the customer. Are you going to change the way you operate so that the problem no longer arises? Or are you going to send the customer a replacement product free of charge?
What to do when the client is at fault?
Even if you do everything by the rules or your product works the way it's supposed to, there will be complaints from people who get it wrong.
Apologizing to customers in these cases is especially tricky. However, you still need to help and respond to the person, but emotions are probably already running high.
An angry young man is shouting into a telephone receiver
Image source: Unsplash
For example, if the customer is actually at fault, sending them a replacement for the product that broke is not a solution.
In a perfect world, your job as a support team member would be to help the customer understand what happened without saying that they made a mistake. This is, of course, easier said than done. But, here are some tips that can help you achieve that goal:
Show empathy . Even though they may be wrong, making customers feel like they are being treated fairly is essential. Pay attention to what they have to say and acknowledge their frustration, even if it is unwarranted. Use phrases like, “I am here to help you with this,” or “This has never happened before. I will be more than happy to look into it.”
Gather as much information as you can . In order to help your customer, you need to know the exact details of what happened. After you hear/read the entirety of their complaint, be sure to repeat back what they said in your own words and ask if you understood them correctly. Then, ask casual questions like “Was the product working when it arrived?” and other details relevant to your type of product.
Mention appropriate resources and guides, if applicable . These types of germany whatsapp number data complaints often come from people who haven't read the documents provided with your product or who referenced completely different, irrelevant materials. Make sure to mention relevant guides during the conversation without directly asking them if they've read them previously.
Email Response Templates for Customer Complaints
Even though customer support is gradually moving to using live chats as the predominant channel, emails are still a completely viable way to communicate with your users.
If you are looking to expand your customer support capabilities, consider LiveAgent as it is an excellent omnichannel help desk software and one of the best ticketing software options available.