{"id":7407,"date":"2013-11-25T11:16:53","date_gmt":"2013-11-25T09:16:53","guid":{"rendered":"http:\/\/targettrainingblog.de\/?p=2207"},"modified":"2018-06-06T12:29:43","modified_gmt":"2018-06-06T10:29:43","slug":"email-complaints-5-keys","status":"publish","type":"post","link":"https:\/\/www.targettraining.eu\/de\/email-complaints-5-keys\/","title":{"rendered":"Email Complaints: 5 Keys to Replying"},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-th45r-31f657af2bc0b9cff4957a958ba42897\">\n#top .hr.hr-invisible.av-th45r-31f657af2bc0b9cff4957a958ba42897{\nheight:30px;\n}\n<\/style>\n<div  class='hr av-th45r-31f657af2bc0b9cff4957a958ba42897 hr-invisible  avia-builder-el-0  el_before_av_hr  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<h3>Handling complaints by email can be tricky<\/h3>\n<p>It is always better to handle them face-to-face or over the telephone, but sometimes you don&#8217;t have a choice. Every complaint is different, but there are enough similarities with each to approach them with a structure in mind. We can all receive complaints from customers, colleagues, suppliers, or even our boss. It is important to respond quickly, professionally, and politely.\u00a0 Below is a suggested structure and some phrases to help you when handling email complaints.<\/p>\n<h3>5 Keys to replying to email complaints<\/h3>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-6ity4v-f375d48c1a43a27f1a5412be6c46363a\">\n#top .hr.hr-invisible.av-6ity4v-f375d48c1a43a27f1a5412be6c46363a{\nheight:10px;\n}\n<\/style>\n<div  class='hr av-6ity4v-f375d48c1a43a27f1a5412be6c46363a hr-invisible  avia-builder-el-1  el_after_av_hr  el_before_av_promobox '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<h5><span style=\"color: #0070c0\"><strong>1.\u00a0 Start with a thank you:<\/strong><\/span><\/h5>\n<ul>\n<li><em>Thank you for your email.<\/em><\/li>\n<li><em>Thank you for bringing this matter to my attention.<\/em><\/li>\n<li><em>Thanks for letting me know about this issue.<\/em><\/li>\n<\/ul>\n<h5><span style=\"color: #0070c0\"><strong>2.\u00a0 Apologize:<\/strong><\/span><\/h5>\n<ul>\n<li><em>I am sorry to hear about \u2026<\/em><\/li>\n<li><em>We are very sorry that \u2026<\/em><\/li>\n<li><em>Please accept my apologies for \u2026<\/em><\/li>\n<\/ul>\n<h5><span style=\"color: #0070c0\"><strong>3.\u00a0 Show understanding of the other person&#8217;s situation:<\/strong><\/span><\/h5>\n<ul>\n<li><em>I understand that this can cause some delays\u2026<\/em><\/li>\n<li><em>I know that this delay might cause\u2026<\/em><\/li>\n<li><em>I understand your concern regarding \u2026<\/em><\/li>\n<\/ul>\n<h5><span style=\"color: #0070c0\"><strong>4.\u00a0 Clearly state what next steps you will take to help:<\/strong><\/span><\/h5>\n<ul>\n<li><em>I will contact my boss and see how we can solve this issue.<\/em><\/li>\n<li><em>We will resend a new part immediately at no charge.<\/em><\/li>\n<li><em>I will check with the shipping department and get back to you ASAP.<\/em><\/li>\n<\/ul>\n<h5><span style=\"color: #0070c0\"><strong>5.\u00a0 End with a polite closing:<\/strong><\/span><\/h5>\n<ul>\n<li><em>Sorry again for any inconvenience caused.\u00a0 Let me know if you need anything else.<\/em><\/li>\n<li><em>Thanks for your understanding and patience.<\/em><\/li>\n<li><em>We appreciate your understanding and let us know what questions you might have.<\/em><\/li>\n<\/ul>\n<div  class='av_promobox av-4vi3pb-dcb06278b4ae04f4bc5ecc300389a468 avia-button-no  avia-builder-el-2  el_after_av_hr  el_before_av_hr '><div class='avia-promocontent'><\/p>\n<h3>Example of handling email complaints<\/h3>\n<p><em>Mark,<\/em><\/p>\n<p><em>Thank you for your email and bringing the shipping issue to my attention.\u00a0 I am sorry to hear that you have not received the replacement part as promised.\u00a0 I understand that this delay has caused you issues in production and needs to be taken care of ASAP.\u00a0 I will contact our Logistics Dept and DHL immediately and see what is causing this delay.\u00a0 I will then contact you immediately with the best solution.\u00a0 Thanks for your understanding and patience.<\/em><\/p>\n<p><em>Rick<\/em><\/p>\n<\/div><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2zxm9b-bd123ffad139a4d1776c6737cd7e68fd\">\n#top .hr.hr-invisible.av-2zxm9b-bd123ffad139a4d1776c6737cd7e68fd{\nheight:20px;\n}\n<\/style>\n<div  class='hr av-2zxm9b-bd123ffad139a4d1776c6737cd7e68fd hr-invisible  avia-builder-el-3  el_after_av_promobox  avia-builder-el-last '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<p>By replying to email complaints quickly, <a href=\"https:\/\/www.targettraining.eu\/reader-oriented-writing-in-english\/\" target=\"_blank\">professionally<\/a>, and politely; you can avoid escalation of the issue.\u00a0 Let us know if you have any suggestions or tips in the comment area below.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Handling complaints by email can be tricky It is always better to handle them face-to-face or over the telephone, but sometimes you don&#8217;t have a choice. Every complaint is different, but there are enough similarities with each to approach them with a structure in mind. We can all receive complaints from customers, colleagues, suppliers, or [&hellip;]<\/p>\n","protected":false},"author":34,"featured_media":2657,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[12],"tags":[103,16],"class_list":["post-7407","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-english","tag-emailing","tag-writing"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Email Complaints: 5 Keys to Replying | Target Training GmbH<\/title>\n<meta name=\"description\" content=\"Handling email complaints can by tricky. 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