How do you deal with irate customer emails?

Answer

Dealing with the public is one of the more horrific jobs out there. Managers hide in dark shadows and let their employees face the customers when the rulings comes down from Management.

Whether we like it or not that old quote, 'The customer is always right' is true and you have to choose your words wisely or you'll lose customers. There are still great customers out there so concentrate on those ones to improve your own disposition.

You didn't give an example of a customer complaint, but if someone for example does this:

You promised that my cosmetics would be delivered on a certain date and I've called three times and still haven't received them. What the h-ll type of company is this and how many bimbos like you work there? When's my order coming!

NOTE: If you work for Management then express these views to him/her and see if you can offer some sort of compensation to the customer for the inconvenience such as 10% off their bill or paying the shipping charges (that's good business!)

You should reply:

'Dear Mrs.______

I am sorry for the inconvenience regarding the delay of your cosmetics and we don't blame you for being angry about it. I have talked to Management and they are willing to pay shipping charges. I will immediately look into this delay and get back to you today.'

Get on it immediately and trace it. Do the best you can. If this explanation doesn't cover your problem then please post under this one and give us an example so we can help you further.

Thanks