[Practice] Business Email Scenarios (3)

#Writing Practice

Relaying customer comments

Updated: 2022.08.29

5 min read · Basic

[Practice] Business Email Scenarios (3)

[연습] 상황별 비즈니스 이메일 (3)

Videos

Your Written Response to Customer Complaints Must Do These 3 Things How to respond to an unhappy customer emails Don't Apologize to Customers!

Discussion Questions

Imagine that a customer has submitted a complaint about one of your employees, which you’re now obligated to relay to them. Draft an email relaying this complaint.

고객이 직원 중 한 명에 대한 불만 사항을 제출했고, 이제 이 불만 사항을 전달해야 한다고 가정해 보세요. 이 불만을 전달하는 이메일 초안을 작성해 보세요.

(Following Q1.) Discuss the draft with your tutor. Explain your choice of words and phrases.

(1번에 이어서) 초안을 작성하고 튜터와 토론해 보세요. 선택한 단어와 문구에 대해 설명하세요.

(Following Q2.) Were there any parts of the email that you struggled with? Explain why they were difficult for you.

(질문 2에 이어) 이메일 작성에 어려움을 겪은 부분이 있었나요? 왜 어려웠는지 설명하세요.

What do you find most difficult when it comes to relaying complaints? Why?

불만 사항을 전달할 때 가장 어려운 점은 무엇인가요? 그 이유는 무엇인가요?

Do you ever struggle setting clear expectations in emails? Why or why not?

이메일에서 명확한 기대치를 설정하는 데 어려움을 겪은 적이 있나요? 그렇거나 그렇지 않은 이유는 무엇인가요?

When setting expectations in emails, do you think it’s alright to repeat yourself?

이메일에서 기대치를 설정할 때 같은 말을 반복해도 괜찮다고 생각하시나요?

What do you think is the most effective way to ensure that the reader of your message replies?

메시지를 읽는 사람이 답장을 보내도록 하는 가장 효과적인 방법은 무엇이라고 생각하나요?

Are there any other expressions that you’d be curious about learning when it comes to relaying unpleasant comments? If so, discuss them at this time.

불쾌한 의견(불만)을 전달할 때 배우고 싶은 다른 표현이 있나요? 있다면 지금 이 자리에서 논의해 보세요.

If you have a question or questions that you'd like to discuss during your class, please write them down.

궁금한 점이 있거나 수업 중에 얘기해 보고 싶은 질문이 있으면 적어주세요.

Expressions

account

a report or description of an event

Example

When I heard your account of the incident with the client yesterday, I was shocked.

Example

The employee and the manager’s accounts of the situation differed greatly; luckily, we had camera footage to rely on.

strive

make an effort to achieve something

Example

I will strive to make this team the best one this company has ever had.

Example

We at Banana Inc. always strive to ensure a great customer experience.

to feel heard

to feel that you are being actively listened to, to feel that your experiences are being acknowledged by someone

Example

Many people just want to feel heard, so keep that in mind as you address these complaints.

Example

I like this particular company because their customer service team always makes me feel heard.

to fill someone in

to update someone on events or information

Example

I missed last week’s team meeting– could you fill me in on the highlights?

Example

James is always late, and somebody’s gotta get him filled in… so better it be you.

*This material is designed for the exclusive use of Ringle students on the Ringle platform.

00:00