Handling an irate customer email response requires exceptional emotional intelligence and professional communication skills. When customers are extremely angry, your response can either escalate the situation or transform them into your biggest advocates.
Here are proven strategies for managing the most difficult customer situations:
Example 1: Acknowledge Their Anger
Customer complaint: "This is absolutely ridiculous! I'm furious and will never use your company again!"
Your response: "I completely understand your anger, and I'm truly sorry that we've let you down so badly. Your frustration is completely justified, and I want to make this right for you. I'm personally taking ownership of this issue and will ensure you receive a resolution that exceeds your expectations."
Your response: "I completely understand your anger, and I'm truly sorry that we've let you down so badly. Your frustration is completely justified, and I want to make this right for you. I'm personally taking ownership of this issue and will ensure you receive a resolution that exceeds your expectations."
Example 2: Take Full Responsibility
Customer complaint: "Your company is a complete disaster! I want my money back immediately!"
Your response: "I'm devastated by your experience, and I take full responsibility for this failure. I'm immediately processing your full refund plus a 50% credit for the inconvenience. I'm also personally following up with our management team to ensure this never happens again."
Your response: "I'm devastated by your experience, and I take full responsibility for this failure. I'm immediately processing your full refund plus a 50% credit for the inconvenience. I'm also personally following up with our management team to ensure this never happens again."
Example 3: Show Genuine Care
Customer complaint: "This is the worst service I've ever experienced! I'm posting negative reviews everywhere!"
Your response: "I'm deeply sorry for the terrible experience you've had with us. Your feedback is invaluable, and I want to earn back your trust. I'm personally working with our team to address every issue you've raised and will follow up with you to ensure we've made things right."
Your response: "I'm deeply sorry for the terrible experience you've had with us. Your feedback is invaluable, and I want to earn back your trust. I'm personally working with our team to address every issue you've raised and will follow up with you to ensure we've made things right."
Stop dreading difficult customer interactions! Talklike.me helps you craft responses that turn even the most irate customers into loyal advocates.
If you found this useful, check out Reply to angry customer.