You need to reply to an angry customer about a problem with her recent purchase. From her message it is clear that the problem occurred because she incorrectly used the product. Which of the following would be best to include in your reply?
A) "Unfortunately this mistake is all your fault since you misused the product. You will have to buy a new one - would you like 10% off?"
B) "Operator error is not our responsibility. Even though we don't have to we will offer you a coupon good for a discount on your next purchase."
C) "If you had read the manual you would not have broken the product. Please accept a discount on a replacement item and next time don't forget to read the manual!"
D) "We appreciate your business and only wish that you hadn't misused the product. Unfortunately you will have to buy a new one yourself. We will also give you a discount."
E) "Use of the product in this manner is inconsistent with our recommendations, and is not covered by your warranty. In appreciation for your business we can offer you a discount on a replacement item."

Question

Quizplus · Accepted Answer

E) In a business message tone should be professional and courteous. In this case the tone should be polite and reassuring, even though the customer was at fault. This choice best conveys the necessary information in the proper tone. The others blame and/or insult the audience, which will not maintain goodwill.

You Need to Reply to an Angry Customer About a Problem