Once you have discovered a problem or someone has done it for you (and pointed it out to you), it is time to take action. For example, these situations may include:
Various technical failures and errors that lead to mass unavailability of your resources – websites, web applications, online stores, notification systems (for example, those used to track the status of shipments), etc.
Errors and problems that lead to delivery delays . They are usually isolated or highly localized, but can often lead to far-reaching consequences. For example, someone ordered a product as a gift, someone was really waiting for a spare part for a non-working car, etc. Every day of waiting is a multiplying negative.
Low quality of service . One of the employees was rude, did not fulfill a simple request, behaved inappropriately, simply refused to serve the client, etc. In fact, it is very difficult to control all your employees and such problems are not excluded, but they greatly damage the company's reputation.
Additional expenses . Any non-obvious expenses that arose due to misunderstandings, inattention of clients/your employees, mistakes or incorrect wording (especially in the context of marketing campaigns). Any expenses that are not agreed upon in advance are perceived as an attempt at outright deception.
Low quality of goods/services . Everyone has their own expectations and it is literally impossible to justify everything. Therefore, problems due to consumer properties of products are also not uncommon.
In other words, these are situations when clients lose their money, time or experience negative emotions (discomfort) due to your fault. Plus, sometimes due to their own, for example, due to inattention or misunderstanding of certain processes, but this does not make it any easier, since clients still consider the company or brand to be at fault.
You need to start writing an apology letter as soon as the problem is discovered (revealed). If you discovered the error yourself and there are no complaints from clients yet, this does not mean that you will not receive a complaint in the future. Do not hope that no one will notice anything. On the contrary, it may be too late and solving the problem will be much more difficult and expensive. Thus, the client can trumpet about the low quality of service on various social platforms, write an official complaint to the regulatory authorities, etc.
Naturally, if the client was the first to identify the problem, you should malaysia phone number data immediately accept the claim for processing. Moreover, the apology can be divided into two stages:
The first is quick. When you simply apologize for the inconvenience and promise to deal with the problem.
The second is deferred. It is necessary to write about the results of the investigation (to return with the results of the work performed).
No matter the size of your audience, each complaint must be handled on an individual basis.
There is an important point here – do not confuse feedback with acute problems. Any company has problems and rough edges. Many of them are systemic. Solving or changing them can take a lot of time and resources. The company usually works with them in the current mode: selecting new suppliers, firing disloyal employees, hiring more experienced specialists, working to improve the quality of products, business processes, etc.
An acute problem is one that needs to be solved right now. Otherwise, it can grow and multiply the negative effect.
The difference is somewhat similar to regular inspection and maintenance of a car versus an unexpected breakdown.
When receiving any request, for example, written on the official website, sent by mail, messenger, etc., you must confirm the fact of receiving the message. At a minimum, show a pop-up window on the website, and at a maximum, send a trigger email message in which you can provide the number of the registered request and the approximate time frame for consideration.