Finding the right words, e.g. formulating tricky complaint emails
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Prompt for a factual and emotional customer approach
Compose a customized email for a customer complaining about the unavailability of children's hiking boots in the online store of a sporting goods retailer. The sender is a long-standing regular customer. The email should express understanding for the customer's displeasure, emphasize the company's service orientation and offer an alternative solution, such as a visit to a nearby store. The email should use simple language, directly address the product and the target group and reflect the company values (service orientation; fair; customer-oriented). Do not formulate a standard e-mail. Maximum length 100 words. The aim is to show understanding, give the customer the feeling that their needs are taken seriously and valued, offer a suggested solution and promote a positive customer relationship.
Created by
Peter Huber1 October 2024