07/05/2023
Start with a “hello” and summarize what they've said in their email using as many of their words as possible.
For example, if a customer says:
"I was really hoping that your course would teach statistical analysis but, when I got it, all it covered was a bunch of junk about cooking with peanut butter! I demand a refund even though I bought this thing two years ago!"
You can say:
"Hi (their name),
I understand that you bought the 'Cooking With Peanut Butter' course two years ago hoping it would teach you about statistical analysis, and you would like a refund."
Key things to notice here:
I used their words ("hoping", "bought", "teach")
I didn’t substitute with any words of my own (like "expected", "purchase", or "learn")
It seems like a small thing, and you'll probably have to edit what you'd naturally write here to match up more words, but it's worth the effort.
On a deep level, people naturally respond to this type of opening with a sense of relief that you GET it!
If you've ever had someone repeating themselves to you over and over, despite having addressed their concerns, try using their specific words and phrases as much as possible.
This alone can go a long way towards making them feel heard - which, often, is all anyone really wants in the first place.
How do you set the tone for a positive experience when dealing with a dissatisfied customer?
