As a part of a customer support team, you are dedicated to render the best services to your clients, but sometimes you slip and end your clients get disheartened. Of course, your clients are paying you for using your products and services, so they will expect that you provide them with the best experience. On the other hand, you are also a human being, and to err is human. Despite being careful while dealing with your customers, your specific actions can lead to disappointment for them. Well, you do not need to be shocked if you come up with an email bombarding criticism at you for your recklessness. However, not all the time, it can be the result of your recklessness.
Sometimes, it happens because both of you are not on the same page. When your customers are not happy with you, you should resolve their issues because otherwise, it can damage your reputation. It is crucial to take responsibility for your actions in the business world. When it comes to customers, holding them entirely responsible for the inconvenience that happened because they failed to explain what they needed is not possible at all; neither is it professional.
As a client relationship manager, it is also your accountability to ensure that you are not slipping up understanding the requirements of your customers and you are providing the best experience to them, so you keep enjoying their patronage. Therefore, you should be apologetic. You cannot escape saying we are sorry for what has happened. It must be heartfelt. Here is how you should write an apology to your customers.
Admit you were in the wrong
It can be difficult, especially when you are not entirely at fault, but you will have to admit it to make a sincere apology to your customer. However, you can slightly mention in your apology note where your client went off the track. You cannot say “We are sorry” because it does not sound professional, nor does it show sincerity from your side.
To make it more sincere and professional, you can start your email with “We are disheartened to know that … (explain the cause)… Our apologies”. As your client reads the first statement, their anger will let up. They will naturally become calm and will not be offended if you point toward their wrongdoing subtly and politely.
Instead of being a part of the blame game, you should feel sorry. Everyone makes mistakes, and there is nothing wrong about admitting it. It will make your customers happy, and they will appreciate your honesty.
Explain what happened
Starting an apology note with the phrase “first of all, we sincerely apologise for…” is an excellent way to show that you are being considerate top your client, but do not forget that you will have to explain what happened. It is crucial to give a brief explanation of what you think went wrong.
It will not only help your customers understand your point of view but also help convince them that you took enough time to think about what caused the inconvenience to them. This sort of explanation will reduce conflicts and arguments. Both of you will be able to understand each other’s point of view.
Tell clearly what is next
There is no point of making an apology to your customers if you do not rectify your mistake. If you create steps to alleviate their problems, you will be able to retain them. For instance, if your customer is unhappy due to being delivered damaged goods, you should reschedule the delivery of goods free of cost. However, you cannot always offer a straightaway solution.
Likewise, as a financial company, if you have come up with a customer complaint about taking longer time in transferring funds despite the approval of installment loans for bad credit, you can do nothing except making an apology and convincing them that they would get funds transferred shortly.
However, you can take specific actions – for instance, changing in your lending policy and firing irresponsible staff – so no customer comes up with such issues down the line.
Connect it with your customer feelings
You do not need to agree with what your customer has said, especially when you are not in the wrong, but they do want to know that you understand their pain. Therefore, try to acknowledge their pain in an apology email. You should use phrases like “We know it is disheartening…,” “We truly understand your concerns…” in the email.
Whether you are running a small business or large business, it is evident that some of your clients become upset with your services. If you sincerely want to retain them, you should quickly apologise to them and rectify your mistake. So, when you come up with such a scenario, make sure that you bear the tips mentioned above in your mind.