When you grant a customer's request for an adjusted price, discount, replacement, or other benefit to resolve a complaint, do so:
A. After you explain your own process in making the decision.
B. In the first sentence of the letter.
C. In the middle of the letter, to deemphasize the fact that you are giving in to customer.
D. in the last paragraph, so you leave the reader with a good impression.
I'll be glad to discuss your answer with you.
That certainly is not the way to retain customers. A large and famous department store, Marshall Fields, had a slogan that earned them many customers: "Give the lady what she wants!"
You need to stress the positive to the customer.
Yes. :-)
Thanks
You're welcome.
When handling customer complaints and providing resolutions such as adjusted prices, discounts, replacements, or other benefits, it is important to consider the appropriate timing and placement of such information in your response. The correct approach depends on the specific situation and the context of your customer service process.
A. After you explain your own process in making the decision:
This option can be effective in cases where you need to provide some background or justification for the resolution you are offering. By explaining your decision-making process first, you establish transparency and credibility, which can help the customer understand and accept your decision.
B. In the first sentence of the letter:
While it may seem straightforward to address the resolution immediately in the opening sentence, it is generally advisable to provide a brief introduction and acknowledge the customer's complaint before diving into the resolution. Doing so demonstrates that you have heard and understood their concern, and shows empathy and attention to detail.
C. In the middle of the letter, to deemphasize the fact that you are giving in to the customer:
Hiding or de-emphasizing the resolution in the middle of the letter may unintentionally create confusion or frustration for the customer. It is generally more effective to clearly communicate the resolution, rather than trying to downplay or avoid acknowledging it.
D. In the last paragraph, so you leave the reader with a good impression:
While saving the resolution for the concluding paragraph might appear to create a positive impact, it is essential to address the customer's concern timely and directly. Delaying the resolution until the end could potentially frustrate the customer and make them feel that their issue was not adequately addressed.
In summary, the most suitable option for providing resolutions in response to customer complaints is to acknowledge the complaint, show empathy, and then explain your decision-making process before presenting the resolution.