Customer complaints: how to respond in English.
For most of us, handling complaints might not be the favourite part of our job. But that doesn't mean it's not important to give it our attention.
A customer who takes the time to formulate a complaint wants to be heard. So don't ignore that question! Make time for giving an appropriate answer so that you can strengthen the relationship with your customer further.
A customer filing a complaint actually gives you the chance to make things right again. This person probably believes in your brand and has had a disappointing experience.
By responding to the complaint you can make up for that lesser experience. This will also give you an opportunity to grow. With the follwing tips we want to help you formulate an appropriate response to an email complaint in English.
1. Read the complaint
Take the time to read your customer's complaint thoroughly so you know what is at the heart of the complaint is. When you've really read the email of your customer you show them that you have made time to hear what they have to say.
You can start your response by confirming that you received and read the email properly and then give a brief summary about the issue. This will also help you to understand what exactly the problem is so that there is no misunderstanding.
| Confirming your customers complaint |
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If the customer's email is not entirely clear be sure to ask for additional information. Miscommunication can only make the issue bigger so try to get clarity right away so you can offer a solution.
| Ask for additional information |
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2. Apologize
There is really only one thing your customer really wants: a sincere apology. Don't start by defending yourself or minimising the complaint, but rather, acknowledge your customer's complaint and apologise for the lesser experience they have had.
| Apoligize for the lesser experience |
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3. Acknowledge the problem
This might be the most important thing you do for the customer: acknowledge the problem and discomfort your customer is communicating.
| Acknowledge the problem and discomfort |
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4. Formulate a solution
It's important to formulate a solution or propose something to make it right again.
Show that you value your customer's complaint and that you will look for a concrete solution for them (but also for other customers so that they would not experience this problem in the future).
| Formulate a solution |
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5. Thank your customer
Very few people take the time to contact you withtheir complaint. So express your appreciation for the time they've taken to send you that email.
| Thank your customer |
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6. Give the opportunity to react
All feedback from your customers is valuable. Make them feel that you are open to their opinion and response. After dealing with the complaint, they might have further questions or feedback so give them a chance to do so as well.
| Give the opportunity to react |
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Do you need help for your customer support in English?
Are your language skills too much of a barrier to feel confident while communicating with your customers in English? Do you feel insecure when using English with your customers? Then you can book a session with one of our language coaches.
Together with your coach you'll prepare difficult conversations, broaden your vocabulary, practise standard phrases for phone calls or emails until you can communicate in English with complete confidence.
Create your account on Squidll, find a business language coach who fits your needs and start today on Squidll!
Do you want more tips on boosting your English skills? Find all our tips on our blog.
Find out how you can improve your professional English language skills
and why it is so important for a sales profile today.
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