Bài đọc · ~150 từ
AWhen a client sends an angry email about a mistake, the first reply matters a great deal. Jumping straight to excuses often makes the client feel unheard, even if the excuse is completely true.
BExperienced account managers usually start by clearly acknowledging the problem, such as "I understand the delivery was three days late, and I can see why that caused trouble for your event." This shows the client their frustration was heard.
CAfter acknowledging the issue, the next step is to offer a specific solution with a timeline, not a vague promise. Saying "we will send a replacement by Thursday" works far better than simply saying "we will fix it soon."
DFinally, many companies follow up a few days after the problem is solved, just to check the client is satisfied. This small extra step often turns an angry client into one who trusts the company more than before.