Optimize Your Business Writing
Scenario: You are a salesperson, customer service agent, or small business owner. You have received an email from a customer who is very unhappy with a recent interaction with someone from your organization and is threatening to take their business to your competitor.
Draft an email response that will validate their concern, maintain company integrity, and retain their business.
Use the tips below to craft an effective response:
1. Before you respond, put yourself in the customer’s place to fully understand their complaint or concern
2. Use a clear, descriptive Subject line
3. Use a Salutation suitable for business communication
4. Say "Thank you" for their feedback at the start of the email
5. Apologize (even if you don’t agree or if it was the customer's fault)
6. Explain what happened truthfully and politely
7. Tell the customer what you will do to help
8. Keep your message succinct, brief, and on topic
9. Use a Closing suitable for business communication
In your responses to peers, discuss what works well in their email
message and why. Suggest changes that will make their response more
effective as a business communication.
