课程: Building Rapport with Customers

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Create rapport in customer emails

Create rapport in customer emails

课程: Building Rapport with Customers

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Create rapport in customer emails

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Recently, my team enrolled a new client in our De-escalation Academy. After registering their students, we sent out a welcome email with login details. Something went wrong and everyone on my client's team received dozens of emails from us, the same email repeatedly. My client wasn't happy. Using this example, I'll show you how to respond to a customer complaint over email, applying three components of rapport building in problem situations. Building rapport in response to a complaint email is about three things: Saying "I'm sorry" when appropriate, acknowledging the customer's concerns, speak directly to your customer's pain point, and resolving the problem or guiding the customer to the next steps. Here's my email to my client, focusing on the three points for building rapport. "I'm sorry and embarrassed. Last week, we sent you dozens of emails welcoming you to our De-escalation Academy. Many of you were in meetings, focused on work, driving, or on crucial phone calls when our…

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