Most of the customers are calm while sending an email, inquiring about any product but on the other hand company may face frustrated customers. A simple acknowledged reply to a customer will show that you care for them.
If you face anxious or frustrated customers, replying to their emails, reassuring them that you are doing your best to solve their issue on a prior basis. Customers are bringing the issues to your notice so that you consider removing those particular negative aspects from your product.
Responding to angry customers’ email on time will give them a hint of appreciation and a positive ambiance. In this blog, we will discuss that how to respond to angry customers’ email.
1. Respond on a Timely Basis:
Replying to the customer on time will give a positive response to the customers. The longer you are not replying to a customer’s query, there may be the chance that it will take the issue to public platforms like Facebook, YouTube, Google, Instagram, etc. It might lead many other customers towards a negative opinion regarding your company. Try to respond within seconds or minutes to angry customers’ email.
2. Apologize First:
Start the email with a genuine apology. No matter how unfair their query is. The most important thing is to recognize that they wrote an email because they have a negative experience with your company.
3. Explain Complete Solutions:
Special attention should be given to angry customers’ email. Customer wants clear solutions regarding their problems. Explain to the customers that there may be some unexpected factors in play. If you will ensure the customer that this issue is rare, this might will ease the strain of customers.
4. Reassurance of Not Happening Again:
Reassure the customer that this issue will not occur again, even the fault is not yours. Make sure that you will take every step so that this will not happen again. Indicate to the customer that due to your angry email our all departments are in action. Reassure them that they will not face such type of issue in the future so that the risk that they will leave you for a competitor will be reduced.
5. Offer Discounts:
When you offer something else like your company offer incentive, refund or give a discount to an angry customer. Try to offer these things if the issue is going worse. If the customer is polite then also offer some things. If the customer is unable to use the product just because of an error then offer them will complete refund.
6. Follow Up:
After registering their complaint, update the customer on regular basis and give them the final status on the resolution of their query. Ensure the customer that you have taken enough steps to ensure this will not happen again. The above tips might help you in replying to an angry customers’ email. Make sure you are resolving the customer’s issue on time. Offer your customers a resilient and unusual response to retain them for a longer time.
