Unformatted text preview: pter 9).
Most routine responses should take your company’s specific policies into account and
address the following points:
● ● ● ● Acknowledge receipt of the customer’s claim or complaint. Even if you can’t solve the
problem immediately, at least let the other party know that somebody is listening.
Take (or assign) personal responsibility for setting matters straight. Customers don’t
want their complaints to fall into a bureaucratic black hole.
Sympathize with the customer’s inconvenience or frustration. Letting the customer see that you’re on his or her side helps defuse the emotional element of the
Explain precisely how you have resolved or plan to resolve the situation. If you can
respond exactly as the customer requested, be sure to communicate that. If you can’t,
Take steps to repair the relationship. Keeping your existing customers is almost always
less expensive than acquiring new customers, so look for ways to go beyond simply
granting the claim or fixing the problem, such as offer...
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- Fall '12
- E-mail, Instant messaging, positive messages, ConAgra Foods, Information and Action, PHNJ B&E