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’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. Below is a suggested structure and some phrases to help you when handling email complaints.
5 Keys to replying to email complaints
1. Start with a thank you:
- Thank you for your email.
- Thank you for bringing this matter to my attention.
- Thanks for letting me know about this issue.
- I am sorry to hear about …
- We are very sorry that …
- Please accept my apologies for …
3. Show understanding of the other person’s situation:
- I understand that this can cause some delays…
- I know that this delay might cause…
- I understand your concern regarding …
4. Clearly state what next steps you will take to help:
- I will contact my boss and see how we can solve this issue.
- We will resend a new part immediately at no charge.
- I will check with the shipping department and get back to you ASAP.
5. End with a polite closing:
- Sorry again for any inconvenience caused. Let me know if you need anything else.
- Thanks for your understanding and patience.
- We appreciate your understanding and let us know what questions you might have.
By replying to email complaints quickly, professionally, and politely; you can avoid escalation of the issue. Let us know if you have any suggestions or tips in the comment area below.