From the course: Writing Customer Service Emails

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Solution: Answer a difficult question

Solution: Answer a difficult question

From the course: Writing Customer Service Emails

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Solution: Answer a difficult question

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(upbeat music) - How did you do? Compare the reply you wrote to Harold to my reply. Harold was upset that his check was returned. Did you answer his difficult question honestly? He was obviously angry. Did you take the opportunity to show empathy? Did you provide an explanation? Remember, it's not always easy to respond when a customer is upset or asks difficult questions. But we owe it to them to answer the questions honestly and to explain the situation. When we do, we're more likely to keep them as a customer.

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