If you’re in the business of providing customer service (and who isn’t?) then you know that things will go wrong. Yes, please work on reducing the number of times things go wrong, but this note is about how to handle the conversation – in an email.
What your customer needs when they share their concern is to feel heard, valued and to know what’s up next.
I had an interaction that did just that a while ago and thought I’d share.
Notice the difference between a robotic, “We’re sorry for the inconvenience” and this reply:
"Thanks for reaching out, and huge bummer to hear the sizing wasn't perfect for you. We can definitely exchange that Medium out for a Small.
I'm attaching a return label for you to print, pop on the box, and hand off to your local postal worker. Once we receive your lid* back in our warehouse, I'll ship you out a Small.
Have a great afternoon."
*lid – it was a bike helmet. These days I only dream of returning a medium for a small. :-)
How do you apologize and make it right in your emails to customers?
If you’d like help with ideas on how to personalize, humanize and empathize your emails drop me a note.