Tag: email complaint handling

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Empathy, Casual Language, and Personal Pronouns are the secret to amazing complaint response emails

Have you heard of Blue Apron? It’s a grocery delivery service, basically. You get recipes and perfectly proportioned ingredients sent to you, and all you have to do is whip up gourmet meals in your kitchen. I use services like this literally every week. I just don’t have time to grocery shop with my busy kids and my travel schedule.

Well, the first time I tried Blue Apron, my food box came with a little problem. My bag of lentils had a small hole in it, and the lentils spilled.

I emailed Blue Apron that morning, and two hours later this is the response I got:

Are your emails to customers as good as this email I got from Nik Collection?

Some of  you know photography is my passion. Whenever I can steal away to take photos, I seize the opportunity. I had just such an opportunity yesterday. Yesterday afternoon, after wrapping up a big and […]

Before You Send That Email to a Customer…

Last week I talked to you about how to ruin your corporate reputation in just one email thread and I shared an email exchange that just takes the cake. I got a lot of reaction […]

How to Ruin Your Reputation In Just One Email Thread

So I’m sitting in my office preparing marketing copy for my How to Respond to Customer Emails web training event when my Assistant walks in, takes over my computer and Googles something about an email […]

How Southwest Airlines Rebuilds Trust After Service Failures

Explaining Why/How a Problem Happened Helps Companies Regain Goodwill and Rebuild Trust A vital, but often overlooked element of customer recovery is to provide an explanation for how or why the problem happened. Taking the […]

Before You Send That Next Email…read this.

***Live webinar*** Before You Hit Send: How to write business-friendly emails that create emotional connections with customers and leave customers saying “WOW!” Friday, September 17, 2010 1:00pm – 3:00pm ET Find out how to amaze […]