![]() I would be so annoyed in the same situation.I can definitely see how frustrating this bug would be.I understand how important this is to your workflow.You might not include all of your reasoning in the follow-up email, but understanding the real reason your customer is upset is the first part of a great customer service apology. Thinking through the context for your customer’s anger will help you write a more genuine and thorough apology. Because your product broke down, your customer suffers professionally. Their boss depends on them as they depend on you, and you’ve broken the chain of trust. But the real reason for their anger isn’t the actual missing report – it’s because they had to go to their weekly board meeting empty-handed. Your customer might write in irate about not receiving their weekly reports. For example, say a reporting system broke down. The real issue might not always appear on the surface. Was it time-consuming? Did they lose money? Have they lost trust in your product? Being specific about the problem will let your customer know you understand the full implications of the issue. Put yourself in the customer’s shoes and determine how the issue affected them. “I’m sorry you’re upset” is not a good example of understanding the problem. Everyone on the receiving end of an apology wants, first and foremost, to be understood. The first step of a good customer service apology is to know what you’re apologizing for. The more thorough an apology is, the better! In this post, we break down how to develop the most effective customer service apology.Īt the end of this post, we’ve included an annotated apology letter sample that you can use to write your own! (Although we hope you don’t have to use it very often…) ADD_THIS_TEXT Empathize A study on effective apologies found that the best apologies were empathetic, specific, and offered an explanation. The best apologies are all similar in format. Because it’s so effective, knowing how to apologize correctly is a key skill for customer service professionals. Saying sorry is the most effective, cheapest way to turn around a bad customer experience. After a bad customer service experience, 39% of customers will avoid a company for two years. However, if the business said sorry on top of the credit, satisfaction increased to 74%. The Carey School of Business found that only 37% of upset customers were satisfied when offered something in return for the issue. In fact, a genuine apology is more effective in service recovery than compensation alone. When it happens, the right thing to do is own the mistake and apologize to anyone affected. Something will go wrong, mistakes will be made and customers will be upset. ![]()
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