{"id":316,"date":"2008-05-01T09:45:44","date_gmt":"2008-04-30T23:45:44","guid":{"rendered":"http:\/\/wordconstructions.com.au\/blog\/?p=316"},"modified":"2008-04-29T12:57:44","modified_gmt":"2008-04-29T02:57:44","slug":"complaints-response","status":"publish","type":"post","link":"https:\/\/www.wordconstructions.com.au\/blog\/2008\/05\/complaints-response\/","title":{"rendered":"Complaints response"},"content":{"rendered":"

I have often used bad examples of writing, so I thought it was time I acknowledged receiving a good email!<\/p>\n

A little while ago, I noticed a discrepancy between an invoice and my bank statement so I sent a polite email to the supplier. I noted the problem and the resolution I wanted. The supplier replied to me email and I was impressed by the response.<\/p>\n

The email was:<\/p>\n

Hello Tash,<\/p>\n

Thank you for your email. I understand you are concerned that, {stated my issue in their words}. I see that you would like {repeated my requested resolution}. Below, I have addressed your concern in detail.<\/p>\n

And then went onto to answer my concern.<\/p>\n

The email is polite and clearly shows they have read my complaint and are treating it seriously and respectfully. It started with my name and was obviously written by a real person in answer to my email – not just a standard response.<\/p>\n

In fact, I think it makes a pretty good template for how to construct a complaint response! As a customer, I felt heard and respected, and my issue was dealt with.<\/p>\n

So next time you have to answer a customer complaint, or even a customer query, remember the steps:<\/p>\n

    \n
  1. use the person’s name<\/li>\n
  2. restate their issue to show you are listening (or reading!)<\/li>\n
  3. restate any resolutions they suggest<\/li>\n
  4. answer the issue<\/li>\n
  5. above all else, be polite and respectful<\/li>\n<\/ol>\n

    Happy writing!<\/p>\n","protected":false},"excerpt":{"rendered":"

    I have often used bad examples of writing, so I thought it was time I acknowledged receiving a good email! A little while ago, I noticed a discrepancy between an invoice and my bank statement so I sent a polite email to the supplier. I noted the problem and the resolution I wanted. The supplier […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[53,60],"tags":[236,233,222,235,210,234,237],"class_list":["post-316","post","type-post","status-publish","format-standard","hentry","category-business-info-tools","category-writing","tag-answer","tag-complaint","tag-email","tag-issue","tag-respect","tag-response","tag-restate"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t