Problem response template

We truly appreciate your business. The customer does not want the product and wants to send it back to you for a refund. In this situation, you want to let them know how to seamlessly return a product and encourage them to consider other products for a potential exchange or when the need arises.

This should be followed up with asking them how they want to handle the situation. Below is the customer response email template for this situation and response. Per our conversation on [date of product return conversation], we have processed a return of the [product purchased]. Attached is a shipping label you can print and attach to the item so that you can ship it back to us free of charge. As soon as we receive the returned item, we will issue a refund.

Within [number of business days it takes for the customer to receive a refund], you will see a refund of [dollar amount] on your credit card. We appreciate your business and hope you will consider us for future employee purchases. When the customer receives the wrong product, they can be upset and either request a refund or want you to send the product they ordered in the first place. In the template below, we have assumed the customer wants the product they ordered.

They do not want a refund and have expressed receiving the correct product quickly. Thank you for contacting us to let us know we sent you the wrong product. We apologize for any inconvenience. We are sending you the correct product, the [name of correct product] and it will be shipped [date it will ship].

We sent it using expedited shipping, so you should receive it [date it should be received]. Please return [incorrect product] in the original shipping box and packaging using the attached shipping label and instructions.

Billing errors, especially if they are high dollar amounts, can make customers really angry. In these situations, it is important to adopt an apologetic tone, correct the situation immediately, and offer the customer something that will help preserve the relationship and instill trust that you will take measures to bill them appropriately in the future. Thank-you for bringing the billing errors on your last statement to our attention.

We sincerely apologize for the error. During our conversation, I processed and issued a credit your credit card on file in the amount of [amount of credit]. I also adjusted the recurring billing amount to [the amount they should be billed] which is your rate per your contract [can be customized].

We appreciate your business and look forward to serving you in the coming months. Name] [Phone Number, Website Address]. There are times when companies fall short of providing excellent customer service and if customers are really angry or disappointed, they will call or write to let you know. In these situations, when customers have taken the time to tell you about a customer service failure, your response should address their specific concerns. Below is an email template that acknowledges a customer service failure and offers remedies to makeup for it.

Thanks for taking the time to let us know about your most recent customer service experience. We sincerely apologize for the experience you had and hope you give us another chance to earn your business. We hope to see you again soon. There are a variety of reasons customers request refunds.

They may be unhappy with their purchase or experience. If the request was made within the terms of your refund policy, you should process the refund request right away. Thank-you for contacting us to request a refund on your purchase of [name of product or service]. Our goal is for our products and services is to always meet the needs of our customers. We have processed your request and have issued a refund to your credit card company [customize this based on how they paid and how you process refunds].

It may take up to [number of days] to see this credit on your account. Please let us know if you have any questions. Some customer requests take time to resolve or research. We just wanted you to know that we are still researching your [type of request or inquiry] from [date the request was made].

It takes time to research these situations, but rest assured we are working on it to provide you with the best possible [resolution or answer]. We have assigned, [name of Customer Service Specialist] a special request supervisor to manage your case.

If you have any questions, do not hesitate to contact him directly. Over time, we notice a pattern of types of questions customers have about our products and services.

Many companies create a Knowledge base or other resources to free up their customer service employee from having to answer the same questions over and over again. The template below is a follow-up email to a commonly asked question. The email provides an answer to the question and points to additional resources that will answer additional questions.

For additional information on how our software integrates and works with QuickBooks Online and Desktop, visit our knowledge base by clicking on this link. Customer service and sales both get questions related to pricing. Feedback makes us better and we welcome any concerns or suggestions. This email is meant for return customers or customers who have long-term contracts or subscriptions. Your customer success team may have different ways of asking customers to fill out these surveys — sending an email is a good option for mass emails or for offering coupons or other gifts for every completed survey.

Hope all is well! This is a tough one. When customers ask for discounts , they have high hopes of getting them. Refusing may have an impact on customer satisfaction, so you need to deliver the news with tact and offer another option approved by the appropriate person if you can. Case studies, interviews with customers, joint webinars, or events are good ways to strengthen relationships with existing customers and attract new ones.

I think this is a fascinating issue that many people would enjoy reading about. Our team could do the writing based on our research and your insights. This [ebook] would be promoted across both our networks. What do you think? We can have a call some time this week to discuss and bounce ideas off each other.

Need more templates and tips on customer communication? Check out our growing template library. Nikoletta Bika is an experienced content marketer, writer, and editor, with degrees in business and people management. She writes about customer experience, data, tech trends, and AI. I will subscribe to your feed, and I look forward to reading your next post.

I highly recommended. Hey, thank you very much! Glad you liked our content and subscribed. Appreciate it! Your email address will not be published. More and more tech-savvy customers are avoiding the hassle of contact forms, opting instead for a qu.

We use cookies on this website to ensure you get the best experience. Learn more. For example, let's say that you have an idea of how to increase efficiency in a process to maximize the best use of resources.

You might begin by describing a theoretical situation in which the system is more efficient and working toward your proposal from there, always keeping in mind who, what, when, where and why to keep yourself on track. The problem statement should address not only what the problem is, but why it's a problem and why it's important to solve it.

This will wrap the other 'W' questions in organically, in most cases. For example: Why should we fix this problem? Because it affects the efficiency of departments X, Y and Z, wasting resources and driving prices up for consumers.

This addresses what the problem is, who is affected and why the problem should be fixed. You may also consider including what attempts have already been made to solve the problem and why they didn't work out.

As concisely as possible, explain everything you know about the current problem. When you state the problem to decision-makers, you'll want to explain the costs of not fixing it. Seeing as money is the language in which businesspeople speak, it's easiest to frame the problem and proposed solution in terms of financial costs. For example, if the problem is actively costing unnecessary money, preventing the company from making more money or damaging the company's public image indirectly costing money make sure you explain it specifically and clearly in terms they understand.

Try to pinpoint exact dollar amounts for the problem's cost. Once you claim the problem is costing the company money, you must be prepared to support your claims with evidence.

If you neglect this step, you may not be taken seriously. Do your research, cite your sources and have the data ready to present. The problem statement should describe your proposed solution s to the problem. At this point, you won't be focused on finding a single solution, but you should have a solid grasp on the causes of the problem and be prepared to propose practical approaches to understanding and remedying it. State your objectives by suggesting well-thought-out plans for attacking the problem.

Now, you've described an ideal scenario in which the problem doesn't exist. You've pointed out the problem, explaining the ramifications of choosing not to fix it using dollars and solid data and proposed some realistic approaches to finding a solution.

Now is a very good time to demonstrate why this solution will work, again focusing on efficiency and the financial impact of your solution. Address what expenses the solution will decrease, how this solution will free up revenue streams and what intangible benefits, such as increased client satisfaction, your solution will bring.

This should all fit into a single short paragraph. Now you'll move onto your conclusion. This should consist of the problem, why it needs to be fixed and a summarized argument of why your solution is the best answer to the problem. Following this format will help all parties who read it to understand the problem and be open to considering the best solution. Problem statements usually follow the same general format, though they can fluctuate in length depending on the complexity of the situation.