From the course: Writing Customer Service Emails
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What to write after you apologize
From the course: Writing Customer Service Emails
What to write after you apologize
- You received an email from one of your customers about a legitimate problem, and you've written a sincere apology. That's great, but the "I'm sorry" may not be all you need to say. What you write after the apology can be just as important as the apology itself. Try one of these three approaches. Explain what you're going to do to fix the problem. For example, you could write something like, "I will personally expedite your application, and you will receive your permit by Friday." Or you might want to explain why the problem happened. "Our Contact Center was overwhelmed with requests for help with the product update launch." Or it might be best to explain what the customer can do if this happens again. "For future appointments, did you know that you can sign up to receive an appointment confirmation via SMS? That way, you'll know exactly when our repair technician will arrive." So, let's say a customer has written your…
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