{"id":18790,"date":"2022-11-25T06:12:18","date_gmt":"2022-11-25T06:12:18","guid":{"rendered":"https:\/\/mailinvest.blog\/index.php\/2022\/11\/25\/7-email-responses-to-calm-dissatisfied-customers\/"},"modified":"2022-11-25T06:12:18","modified_gmt":"2022-11-25T06:12:18","slug":"7-email-responses-to-calm-dissatisfied-customers","status":"publish","type":"post","link":"https:\/\/mailinvest.blog\/index.php\/2022\/11\/25\/7-email-responses-to-calm-dissatisfied-customers\/","title":{"rendered":"7 Email Responses to Calm Dissatisfied Customers"},"content":{"rendered":"<p> <a href=\"https:\/\/go.fiverr.com\/visit\/?bta=1052423&nci=17043\" Target=\"_Top\"><img loading=\"lazy\" decoding=\"async\" border=\"0\" src=\"https:\/\/fiverr.ck-cdn.com\/tn\/serve\/?cid=40081059\" loading=\"lazy\"  width=\"601\" height=\"201\"><\/a>\n<\/p>\n<div>\n<p><span style=\"font-weight: 400\">Working with dissatisfied customers is a vital part of any <\/span><a href=\"https:\/\/www.benchmarkemail.com\/blog\/the-customer-support-side-of-crm\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">customer-facing role<\/span><\/a><span style=\"font-weight: 400\">. Your role is to understand their frustration and work through how to manage it without increasing their frustration or damaging your company\u2019s public reputation. The best outcome is that you reach a mutually satisfactory result that maintains your business\u2019 customer reputation and solves your customer\u2019s problem.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Having the right tools to construct an appropriate email response will help to <\/span><a href=\"https:\/\/www.benchmarkemail.com\/blog\/audience-engagement-improve-email-deliverability\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">raise audience email engagement<\/span><\/a><span style=\"font-weight: 400\">, and promote trust in your business. It will also help to encourage <\/span><a href=\"https:\/\/www.benchmarkemail.com\/blog\/customer-retention-strategies\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">customer retention<\/span><\/a><span style=\"font-weight: 400\"> if frustrated customers know their concerns will be listened to.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400\">What Causes Customer Dissatisfaction?<\/span><\/h2>\n<p><span style=\"font-weight: 400\">Many things cause people to become frustrated, whether related to their experience with your business or not. This is a complicated truth of customer service professions because this type of consumer frustration is in no way your fault, but this does not reduce your customer\u2019s frustration or anger. In fact, it may make it worse.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Certain situations may heighten customer anger:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Products that require specialist expertise to repair e.g., IT systems<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Products or services with a timing element e.g., limited-time sign-in links<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Systems that could result in lost wages e.g., work logs or payroll systems<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Services that revolve around emotional situations and responses, e.g., healthcare, funeral care, and childcare.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Understanding what causes customer frustration will help you to empathize with angry customers and employ this understanding in formulating an email response.<\/span><\/p>\n<h2><span style=\"font-weight: 400\">How to Respond to an Angry Customer<\/span><\/h2>\n<p><span style=\"font-weight: 400\">There is an art to responding to an angry customer. Some customers may have obvious reasons for their frustration, while others may appear frustrated with little cause. Whatever the source of their frustration, an angry customer should know that their concerns are being heard and acted upon.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.tidio.com\/blog\/best-chatbot-platforms\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">AI-powered Chatbots<\/span><\/a><span style=\"font-weight: 400\"> are now so advanced that they can determine a customer\u2019s mood from the messages sent, and they can be trained to provide a suitable response to help calm the situation.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Customer service professionals can use these seven email responses to calm dissatisfied customers to manage difficult customer interactions. Be sure to have your <\/span><a href=\"https:\/\/www.benchmarkemail.com\/resources\/email-glossary\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">glossary of email terms<\/span><\/a><span style=\"font-weight: 400\"> on hand to ensure that you provide the best service possible for your customers.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">1. The Acknowledgment<\/span><\/h3>\n<p><span style=\"font-weight: 400\">The first step towards managing interactions with angry customers is to acknowledge their feelings. Frustration only increases when customers have their feelings and problems dismissed. Your acknowledgment email should validate your customer\u2019s anger and reasons before offering any solution.\u00a0<\/span><\/p>\n<p><i><span style=\"font-weight: 400\">Dear [name],\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">We thank you for getting in touch with [company name].\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">I apologize for the inconvenience that this matter has caused you. I understand that this is a frustrating issue, and I thank you for reaching out so that we may try to solve it for you.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">We are aware that this [product\/feature\/service] may cause issues, and we are working to resolve it.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Kind regards,\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">[company sign-off]<\/span><\/i><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-31325 size-full\" src=\"https:\/\/www.benchmarkemail.com\/wp-content\/uploads\/2022\/11\/Statista.webp\" loading=\"lazy\" alt=\"\" width=\"1575\" height=\"1105\" srcset=\"https:\/\/www.benchmarkemail.com\/wp-content\/uploads\/2022\/11\/Statista.webp 1575w, https:\/\/www.benchmarkemail.com\/wp-content\/uploads\/2022\/11\/Statista-300x210.webp 300w, https:\/\/www.benchmarkemail.com\/wp-content\/uploads\/2022\/11\/Statista-1024x718.webp 1024w, https:\/\/www.benchmarkemail.com\/wp-content\/uploads\/2022\/11\/Statista-768x539.webp 768w, https:\/\/www.benchmarkemail.com\/wp-content\/uploads\/2022\/11\/Statista-1536x1078.webp 1536w\" sizes=\"auto, (max-width: 1575px) 100vw, 1575px\"\/><\/p>\n<p style=\"text-align: center\"><a href=\"https:\/\/www.statista.com\/statistics\/815568\/customers-who-stopped-doing-business-due-to-poor-customer-service-us\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">Image sourced<\/span><\/a><span style=\"font-weight: 400\"> from Statista.com<\/span><\/p>\n<p><span style=\"font-weight: 400\">Following this, you may wish to add further information or offer further assistance.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">2. The Answer<\/span><\/h3>\n<p><span style=\"font-weight: 400\">A lot of customer frustration can be solved by being provided with a straightforward answer. If there is a simple answer to your customer\u2019s frustration, then communicate that without being condescending or rude.\u00a0<\/span><\/p>\n<p><i><span style=\"font-weight: 400\">Dear [name],\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Thank you for getting in touch with [company name] customer support department.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">We are aware of [Issue] and are working to fix it. In the meantime, [issue] is easily resolved.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">[From here \u2013 lay out each step of the solution and by whom it needs to be done]<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">If you have any further questions, please feel free to reach out to us on [phone] or at [email\/contact form].\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Kind regards,\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">[company sign-off]<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400\">It\u2019s helpful to have common files or replacement parts readily available for most issues. For example, having key documents that your service users might need is a good idea.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">3. Reassurance<\/span><\/h3>\n<p><span style=\"font-weight: 400\">Sometimes, issues with a product or service can cause worry or stress. This may be because the customer or client has invested a lot of money into your business or because they rely on your product for daily living and working.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Part of your response to these situations needs to be reassurance, especially if the fault with the product or service does lie with your company. But, regardless of how the fault has occurred, it\u2019s important to acknowledge and soothe these anxieties before moving on to a solution.\u00a0<\/span><\/p>\n<p><i><span style=\"font-weight: 400\">Dear [name],\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Thank you for reporting [issue]. We apologize and understand that this matter may cause inconvenience or distress.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Firstly, we would like to assure you that you will incur no additional cost as a result of this issue.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">[Insert information as appropriate \u2013 for example, does the lack of service mean that your customer cannot submit tax receipts on time? Or that they are unable to pay their staff accurately. This section is about cooling customer fears, and part of this may be laying out practically how you will avoid the customer incurring cost or harm].<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">I have included some resources should you wish to investigate the topic further:<\/span><\/i><\/p>\n<ul>\n<li style=\"font-weight: 400\"><i><span style=\"font-weight: 400\">[Link to helpful resources or information banks]<\/span><\/i><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 400\">Please feel free to contact us at [number], by live web chat at [web address], or by email at [email].<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Kind regards,\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">[company sign-off]<\/span><\/i><\/p>\n<h3><span style=\"font-weight: 400\">4. Further Information<\/span><\/h3>\n<p><span style=\"font-weight: 400\">Some problems are not easily fixed, and this is where customers can become very stressed and angry. To avoid this, include as much information as possible in a longer email than you might typically send.\u00a0<\/span><\/p>\n<p><i><span style=\"font-weight: 400\">Dear [name]<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Thank you for your query.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">The solution to this issue is as follows. Please feel free to get in touch with us if you have any further questions regarding this process.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">[This is your space to detail specific processes to fix the named issue \u2013 for example, how to install a new update to the software or how to check the wiring inside an electrical product]<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">For more information, please visit [resource pages] or contact us on [phone\/email]<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Thank you<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">[company sign-off]<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400\">Email is not always the best way to respond to an angry customer, especially if their issue requires more information. Consider looking into hosted cloud communication centers or the <\/span><a href=\"https:\/\/www.8x8.com\/s\/best-cloud-based-phone-system-for-small-business\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">best cloud phone system for small business<\/span><\/a><span style=\"font-weight: 400\"> to support your customer support team working through email.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Being able to communicate with customers in several ways reduces the likelihood of miscommunication and increased anger.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">5. An Offer of Remuneration or Action<\/span><\/h3>\n<p><span style=\"font-weight: 400\">It\u2019s a cliche, a consumer expecting reparations for an issue with a product or service. But, when used in the right situation, it goes a long way towards promoting customer retention and making up for any genuine fault on the part of the company.<\/span><\/p>\n<p><i><span style=\"font-weight: 400\">Dear [customer name],\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">We apologize for the inconvenience caused to you by [issue]. We have now resolved this issue, but please feel free to get in touch again should you need any further assistance.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Further to this, we would like to offer you a free consultation [or other services\/product\/refunded payment] in order to identify and prevent further issues [or other reasoning].\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Please feel free to reply to this email or call [number] in order to access this.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Once again, we appreciate your patience and thank you for making us aware of this issue.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Kind regards,\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">[company sign-off]<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400\">Always be sure you are authorized to offer such remuneration. Additionally, anything you provide to consumers should be relevant to the product or service you offer to mitigate the impact of this or future problems.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400\">6. A Sincere Apology<\/span><\/h3>\n<p><span style=\"font-weight: 400\">Sometimes, you might be unable to solve a customer\u2019s problem. Unforeseen issues arise with products and services from time to time, and customers know this. However, you should still acknowledge this failure for what it is and offer some practical advice.\u00a0<\/span><\/p>\n<p><i><span style=\"font-weight: 400\">Dear [name],<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Thank you for contacting [company] customer service.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">Unfortunately, we have exhausted all avenues of support in line with our current understanding of the product and our support processes.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">If you have any additional information which may be relevant to this case, please feel free to get back in touch with us, and we can review the matter for you.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">We sincerely apologize for this inconvenience and for being unable, in this case, to solve the issue.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400\">[company sign-off]<\/span><\/i><\/p>\n<h3><span style=\"font-weight: 400\">7. Drawing the Line<\/span><\/h3>\n<p><span style=\"font-weight: 400\">Sometimes a frustrated customer\u2019s problem cannot be solved. While some people will be understanding, others may escalate the conflict to the point where it becomes difficult or unsafe for your staff to continue the conversation.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">At this point, you may need to terminate the interaction. It\u2019s essential to do this professionally and reasonably.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400\">What to Remember<\/span><\/h2>\n<p><span style=\"font-weight: 400\">Most people will encounter angry customers in their professional lives. A lot of us will be the angry customer in our personal lives. It\u2019s essential to manage customer frustration with empathy and understanding.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Customers are likely to respond positively to a genuine apology and an attempt at a solution. Remember to listen carefully to their issue and the fixes they have already tried when offering a solution to their problem.<\/span><\/p>\n<h3>Author Bio<\/h3>\n<p><span style=\"font-weight: 400\">Richard Conn is the Senior Director for Demand Generation at 8\u00d78, a <\/span><a href=\"https:\/\/www.8x8.com\/s\/enterprise-phone-systems?locale=us\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">phone system<\/span><\/a><span style=\"font-weight: 400\"> provider and communication platform with integrated contact center, voice, video, and chat functionality. Richard is an analytical &amp; results-driven digital marketing leader with a track record of achieving major ROI improvements in fast-paced, competitive B2B environments. Richard has also written for other domains such as <\/span><a href=\"https:\/\/www.ppchero.com\/b2b-vs-b2c-marketing-fundamental-differences-every-savvy-marketer-should-know\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">PPC Hero<\/span><\/a><span style=\"font-weight: 400\"> and <\/span><a href=\"https:\/\/www.reallysimplesystems.com\/blog\/keyword-research\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">Really Simple Systems<\/span><\/a><span style=\"font-weight: 400\">. Check out his <\/span><a href=\"https:\/\/www.linkedin.com\/in\/mbaconn\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">LinkedIn<\/span><\/a><span style=\"font-weight: 400\">.<\/span><span style=\"font-weight: 400\"><br \/><\/span><\/p>\n<\/p><\/div>\n<iframe data-lazy=\"true\" data-src=\"https:\/\/www.fiverr.com\/gig_widgets?id=U2FsdGVkX18x7XQvttUTrv1oEqmGNGTgvvCUiUoJ\/AP4z\/UyMz8lXGOLpu15jIMxBbTR0gmD5uBoFvhC4KWeALQRp3h\/X\/AwcVD0K8Wj9H\/ZzYKzcCNHosB9oS4SCJJFWiN85P9ICAc4OgCoE\/wHKIY7CDkf2\/DQ1vqGvk4smVe5cRDEmrLPCWi4FC8p40VUhSmWQ5udCm0zoJtorgWv3vbDQw0kKYkwn39ozAnQXDe+YvWMxkLFWA+O3TFwkJvdkIK+\/AUSnRssPKt5WHY0FhNOxnSPcLslEL4G4\/RfP95ve99U+kRnDy3X+KtzdQLY+u935ghON\/o3UE4IMv9oN6JX9RnxzL\/LRcOgnHigxStSGPKsZYtnz8RWNVT\/rOLAibqiWJadC5MYHRbekF3eg6FOGrQGkXYbsn0+a5aovnlLCbLwIqY9fcS17UX8J235iQ6cdmHNbrPeS84CMm34RA==&affiliate_id=1052423&strip_google_tagmanager=true\" loading=\"lazy\" data-with-title=\"true\" class=\"fiverr_nga_frame\" frameborder=\"0\" height=\"350\" width=\"100%\" referrerpolicy=\"no-referrer-when-downgrade\" data-mode=\"random_gigs\" onload=\" var frame = this; var script = document.createElement('script'); script.addEventListener('load', function() { window.FW_SDK.register(frame); }); script.setAttribute('src', 'https:\/\/www.fiverr.com\/gig_widgets\/sdk'); document.body.appendChild(script); \" ><\/iframe>\n<br \/><a href=\"https:\/\/www.benchmarkemail.com\/blog\/email-responses-to-calm-angry-customers\/\">Source link <\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Working with dissatisfied customers is a vital part of any customer-facing role. Your role is to understand their frustration and work through how to manage&#8230;<\/p>\n","protected":false},"author":1,"featured_media":18791,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"class_list":["post-18790","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tech-universe"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>7 Email Responses to Calm Dissatisfied Customers - mailinvest.blog<\/title>\n<meta name=\"description\" content=\"Technology is forever changing, and there are always new pieces of technology to replace obsolete ones. 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