From the course: Writing Customer Service Emails
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Solution: Write an apology email
From the course: Writing Customer Service Emails
Solution: Write an apology email
(upbeat lively music) - So how did you do with your apology to Marcus? Let's compare. Marcus was legitimately upset about not being given his loyalty points on more than one occasion. So in my reply, I tried to do a few things. First, apologize because we were wrong. Customers shouldn't have to ask more than once to have correct information recorded in their accounts. They shouldn't have to ask at all. Next, I empathize to show the customer I could see the situation from his point of view. There's no other point of view in this situation. Landon Hotels just can't defend the hassle it's caused this customer. And finally, I tried to head off another email by confirming the missing points have been added to his account. Writing this email leaves me with hope that Marcus won't have any more problems with his points and that my polite, apologetic email will retain him as a Landon customer.
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