When a customer takes the time to send an email, you are being given the opportunity to overcome obstacles and strengthen the relationship. Make it clear the customer is valuable and you will find a way to provide concise answers that solve their issues. Sometimes all a customer wants is acknowledgement of an error, bad service provided, or an unsatisfactory product. Try one of the following to assuage the customer: Sorry for our mistake. We'll work harder next time to make your experience wonderful. We'd like to offer our sincerest apologies. The same mistake will not be made again. Oops! We definitely didn't live up to expectations with your last interaction. We'll try to do better in future visits. Many companies have a policy of answering emails within 24 business hours or less. Make sure your client knows when a reply can reasonably be expected. An easy way is to respond to each point in the same order as listed in the original email. This will often make it easier for the client to quickly relate the responses to his or her comments, since the flow of answers is in sync with the arrangement of the customer's text. Should any comment expressed by the client be unclear in some manner, pose questions designed to obtain more detail. Avoid phrasing your questions so that simple yes or no responses are likely. Ideally, you want enough detail in return to fully address any remaining issues on the client's mind. Can you please explain the customer service interactions with which you are unhappy? Which items did you purchase, and which are unsatisfactory? Would you please provide the details of the sales transaction, including the date, time, and sales ID number? Customers that are upset are unlikely to respond kindly to anything except acknowledgement and understanding of their complaint. The customer is always right. Under nearly all scenarios, it does not behoove you to blame the customer for a mistake. Chalk up any interactions like this as a way to win over a customer. Do not get into an argument with the customer via email. Keep attempting to resolve the situation by offering multiple solutions to the problem. Offer realistic answers. While some difficult customers may ask for unrealistic outcomes, it's best not to even suggest something that can't be delivered. Only mention what can be done to remedy the problem. Even if a client wants something that cannot be done, don't respond negatively. Include what solutions are available to address the underlying issue, especially if the fault is with your company. Ultimately, clients are more interested in what providers can do rather than what they can't. Thanks for the email. We've found the source of the error and are would like to recompense you with 15% off of your previous order. We appreciate the time you've spent to contact us. We'd like to offer you a full refund on the faulty product. Thank you for your business! Sorry for shipping the incorrect item to you. We've already sent a replacement via overnight shipping. Please consider the first item a gift. Your email has brought attention to a problem of which we were unaware. Thank you. Please use the attached coupon and accept a complimentary meal on your next visit. Ask the customer for suggestions. They may find your solution insufficient. Provided the request is reasonable, it's possible you'll gain a valued customer by allowing them to dictate their own terms. Ensure your company follows through with the solution provided, and the customer is satisfied. Never leave an issue unresolved.

Summary: Thank the customer for the email. Apologize for any wrong-doing. Set reasonable expectations for responding with answers. Address each topic mentioned in the customer email. Ask clarifying questions. Handle angry customers with care. Offer solutions without excuses. Monitor follow-up correspondence with the customer.

Having depression can be a lonely experience. Rather than isolate yourself from others, reach out to those around you. Enlist the support of your teachers so they can help you do well in school. Speak to them one on one about your depression. Ask them for assistance with assignments or class discussions outside of class. Most teachers will work with you to ensure you succeed in their class, even as you deal with the challenges of depression. Your teachers can also refer you to resources at school to help you cope with depression. This could be an afterschool program or the referral to the school counselor. Make an appointment with your school counselor to discuss your depression. School counselors know how to listen and help students dealing with depression. If your school counselor is trained in mental health, they can act as a therapist and support you. If they are not trained in mental health, they can still be a good resource for you to get help from a doctor or mental health professional. Your school counselor can give you tips on how to manage depression at school. They can also speak to your teachers for you and help you get accommodations for assignments so you can do well in your classes. If you feel more comfortable talking to someone you know, reach out to family and friends. Tell close friends that you are struggling with depression. Speak to a close family member about your struggles. Lean on those closest to you so you feel less alone with your depression. You may confide in a family member or friend that you trust and comfortable being honest and open with. Let them know that you are looking someone to listen to you and support you, not to judge you or make you feel worse than you already do. Your family and friends may recommend that you speak to a mental health professional at school or through your doctor. Be open to hearing this advice. If your depression is getting in the way of your ability to function and do well in school, it may be time to speak to a mental health professional. Talk to your primary care doctor and ask for a referral to a mental health professional. Go to a mental health clinic in your area. Ask friends for a referral to a therapist or a counselor. The mental health professional can help you make a treatment plan. The treatment plan will detail your medication needs, your therapy schedule, and any other details relating to your treatment for depression. The therapist may recommend time off or a temporary leave from school, depending on your condition and your needs. Discuss this with your therapist in detail so you feel comfortable making it part of your treatment plan.
Summary: Speak to your teachers. Reach out to your school counselor. Talk to your family and friends. Speak to a mental health professional.