From the course: Delivering Bad News to a Customer
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Delivering bad news in writing: Email or chat
From the course: Delivering Bad News to a Customer
Delivering bad news in writing: Email or chat
- Customer interaction is increasingly relying on chat and email, so you need to know the best ways to give bad news in writing. That's what we'll talk about in this video. I contacted a retailer via chat after returning a camcorder. My return hadn't been processed. "Ms. Golden, I'm sorry, the camcorder return has not been processed yet. I know you're anxious to have this completed. The return processing time can take up to 17 days from when an order is returned to us. I hope your item is processed soon." Everything about this was perfect. The employee apologized, explained the next steps, and acknowledged my concerns. The response was so good that I focused less on the problem, and more on the employee's handling of the issue. In my example, you can give your customers bad news over chat or email, and they will remember your response more than the bad news. There are three steps to providing bad news in writing. Use…
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