Mga sagot sa galit na customer
Paminsan-minsan, may kinakaharap ang bawat business na galit at nagrereklamong customer. Anuman ang dahilan ng kanilang pagkadismaya, malaking bagay ang magagawa ng maayos at agarang pagtugon sa pagpapanatili sa kanilang loyalty o sa tuluyan nilang pagtalikod sa inyong business. Isipin din na 95% ng di masayang customer ay nagbabahagi ng kanilang masamang karanasan sa iba – sa personal man o sa social media/ review sites – kaya kritikal na alam dapat ng sinumang may trabahong humaharap sa tao kung paano harapin ang mga galit na customer at paano tumugon sa professional na paraan.
Paano tumugon sa hindi masayang customer
Kapag sumasagot sa email ng isang galit na customer, may ilang key points na dapat tandaan at isama sa inyong message:
- Sumagot agad-agad para maiwasan ang pagkalat ng negatibong word-of-mouth.
- Magpaumanhin sa negatibong karanasan ng customer at magpakita ng empathy at pag-unawa.
- Akuin ang responsibilidad sa anumang mali na maaaring nagawa ng inyong kompanya.
- Hangga’t maaari, magbigay ng paliwanag sa nangyari at siguraduhing hindi na ito mauulit.
- Mag-offer ng anumang incentive, rasonableng discount o refund, kung ano ang nababagay.
- Hikayatin ang customer na sumagot at magtanong pa, mag-comment, o magbahagi ng concerns.
8 Customer service email templates sa pagsagot sa galit/nagrereklamong customer
Para pangasiwaan ang mga pagkainis at reklamo ng customer nang mahusay at mainam, gamitin ang sumusunod na email response templates sa ilang karaniwang isyung maaaring maganap. Pero siguraduhing gagawin ninyong mas personal ang bawat message at isaalang-alang ang partikular na sitwasyon ng bawat customer.
Nagkaroon ang customer ng masamang service experience
Hi [NAME],
Thank you for reaching out. First, I would like to apologize for your negative service experience with our tech support team.
I want you to know that your complaint and feedback will give us the chance to improve and serve our customers better in future, so I’ve forwarded your complaint to our customer service management team for further investigation.
I can understand how frustrating it must have been [whatever the customer experienced]. Although we strive for 100% customer satisfaction, it’s clear we’ve fallen short in this case, but we’ll do everything we can to make sure this doesn’t happen again.
I‘m sorry once again for your poor experience. Let me know if you have any more questions, comments, or concerns.
Best,
[YOUR SIGNATURE]
Hindi nakuntento ang customer sa kanyang binili
Hey [NAME],
Thanks for your email. We’re so sorry to know you were disappointed with our product. Could you please let us know more about why you weren’t satisfied? We’ll do our best to address your concerns.
If the item arrived damaged in any way or not as described – we would be happy to send you a replacement as soon as possible. Or, if you would like to proceed with a refund, then of course we can do that for you right away.
Please let us know how you would like to proceed and our apologies once again for your unpleasant experience.
Kind regards,
[YOUR SIGNATURE]
Tugon sa delay ng delivery
Dear [NAME],
I’m so sorry to learn your order hasn’t arrived. I understand how frustrating this must be for you. We didn’t intend for this to happen, however, due to some unforeseen circumstances, we are experiencing some delays.
I’ve tracked your package via [carrier] and it’s currently listed as [status]. If you’d like to check on its progress, here’s the link you can use: [link]
Please get in touch with me right away if your package has not arrived by [date] by responding to this email. Alternatively, you can call me directly at [number].
Once again, I sincerely apologize for the inconvenience.
Thank you for understanding,[YOUR SIGNATURE]
Maling items ang natanggap ng customer
Dear [NAME],
We are very sorry for the mix-up with your order and any inconvenience it has caused. I know a mistake like this can be very upsetting. We always try to do our best to get our orders right 100% of the time, but unfortunately, mistakes can sometimes happen.
We have put your order on priority so the shipment with the correct items is delivered at the earliest. If you’d like to track the package, here’s the link you can use: [link]. If you have any questions in the meantime, feel free to contact me directly.
And we do have one small favor to ask. Could you please return the unwanted items within the next [number] days? There should be an adhesive prepaid return label inside the box.
Thanks for your understanding and cooperation, and once again, we apologize for the error.
Sincerely,
[YOUR SIGNATURE]
Walang sagot sa nakaraang email ng customer
Dear [NAME],
I am sorry for the delay in getting back to you. We are in a tight schedule right now and this has caused the delay. But I totally understand your frustration – your email deserved a timely response.
As you requested, we’ve updated your account settings and informed our tech team about the problem you’re having with your account management page. Please, get in touch with me directly if you experience any further issues on our website, I’ll be happy to help.
Once again, our apologies for the delay in response. We’ll continue to do our best to speed up and improve our customer service delivery.
Regards,
[YOUR SIGNATURE]
Nagde-demand ang customer ng exception
Dear [NAME],
I’m so sorry to hear that there were unable to meet the return window for [name of item].
Unfortunately, our company policy clearly states that all returns and exchanges must be made within 30 days after your item has been received. For more information, you can read our full return and exchange policy on our website here: [link].
While we can no longer issue a product exchange, we’d like to make it up to you by offering 10% off your next purchase. Simply use this coupon code [CODE] at checkout.
Once again, I apologize for any inconvenience this may have caused. Please let me know how else I can help.
Best regards,
[YOUR SIGNATURE]
Nag-iwan ang customer ng negatibong review
Hi [NAME],
Thank you for taking the time to give us your feedback. We’re so sorry your experience with [COMPANY] didn’t match your expectations. We’d like to learn more about your specific situation and make things right, if we can.
If you wouldn’t mind giving us a call at [number], it would be greatly appreciated. We look forward to speaking with you and working towards earning back your business.
Regards,
[YOUR SIGNATURE]
Aalis na ang customer
Dear [NAME],
I am really sorry to hear you are leaving us! As much as we’d love to regain your trust and keep you as a customer, I completely understand your frustration and I offer my deepest apologies for any inconvenience we have caused you.
Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future. We wish you all the best with your business.
Sincrely,
[YOUR SIGNATURE]
Frequently asked questions
Ano ang dapat sabihin sa isang galit na customer?
Subukang pakalmahin ang customer at magtanong tungkol sa problema para ma-diagnose ninyo at masubukang ayusin. Walang masama sa pagiging mabait sa inyong customer.
Ano ang hindi dapat sabihin sa isang galit na customer?
Huwag silang punahin, sisihin, o suklian ng reklamo. Huwag makipag-away, sabihin ang mga obvious na bagay, o subukang itama ang facts. Huwag gumamit ng sarcasm. Huwag mag-assume na nakabatay sa facts ang reklamo ng customer.
Paano matutukoy ang isang galit na customer?
Malalaman ninyong galit na ang customer kung makikita ninyo ang limang siguradong signs na ito:
1. Nagmumura sila.
2. Sarcastic sila.
3. Puro pag-aakusa ang pananalita.
4. Mapanghamon sila.
5. Maiikli at choppy ang gamit nilang sentence.
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