From the course: Writing Customer Service Emails
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Answer difficult questions confidently
From the course: Writing Customer Service Emails
Answer difficult questions confidently
- Life is full of difficult questions and our customers ask a lot of them. And because we genuinely want to be helpful, responding with, "We can't help you," or, "You're not getting your money back," can be painful. But if you're going to write excellent emails, you have to write clear and direct answers even when those answers are difficult to give. Difficult to answer questions fall into two broad categories. The first is, will you give me what I want? Questions include, will you give me a refund? Will you send me a new product to replace the broken one? Will you make an exception to your no-returns policy? The second is, why did this bad situation happen? Questions in this category are why didn't you send me the correct item? Why do you have incorrect information in my records? It's our job to answer customers questions directly even if it's going to upset them. It's what we say after we answer the question honestly…
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