Notes

1. What are the things you feel are important in a written communication to a customer?
1. Greetings to the customer by adding hello, hi or dear before the name of the customer.
2. Apologies if the customer is disatisfied with the service.
3. Convincing the customer that we really value their time and concern.
4. Assuring the customer that their query will be resolved as soon as possible.
5. Explaining the customer the terms and conditions included.
6. Giving the full knowledge of the product or service that the customer is availing for.
7. To make the customer understand that a given time will be required to wind-up the problem or service involved in the conversation.
2. A customer has been following up for 3 days and is abusive as his refund is due for 10 days. Please write a mail pacifying the customer as the refund will take more 5 days to be processed.
Hello XYZ

Sorry for the delay.

Sir we understand your concern and value your time. As I can see that you have applied for the refund for your product [name]. You have also been following up for the last three days. We have gone through your concern from the day you have filed your refund mail. But sir due to some technical issues of the system, we were unable to revert to back.
Your refund query with complaint number [complaint id] is now under process. All the things related to your refund are good and clear. So from now it will take just five more days and your full refund will be done.

Regards.

[Name]
3. In 100 to 150 words explain the importance of customer care for any business.
1. A good product or service can take a company so far. If one add a great customer service to the equation then the value of the offering immediately increases. The added value, afterwards, will ultimately lead to an increased revenue. Most of the people or customer will, as a result, pay more for the same service in the future if it is coming with great customer service.
2. Providing a great customer service is great way to keep our customers coming back and purchasing the products of their choice. It is also more cheaper and more effective way than advertising and marketing people who don't even know about the products or services the company is providing.
3. When customers have positive experiences, it ultimately converts into a positive company reputation, which turns into a positive workforce. This workforce is then motivated to work harder and offer even better customer service experiences. Over the time, the brand value will increase with the increase in positive customer feedbacks.
4. When the customers are happy with the services they receive, they are more likely to trust and be loyal to the company. If a company has a good customer service then it will increase the likelihood of doing the repeat business with the customer overtime because they are more satisfied with their overall experience with the company. This means they are more likely to refer others who needs the same product or service that our company is providing.