Reader 19
The Follow-Up Email
Jordan worked in an appliance repair office that handled customer service requests. One morning, a customer called because no one had answered an email she had sent two days earlier.
Jordan asked for her name and pulled up the message. “I see your email here,” he said. “We should have followed up sooner.”
“I wasn’t sure if anyone had even looked at it,” the customer replied. “I need to know when someone can repair my washing machine.”
Jordan read the email and checked the service schedule. “I understand how the delay could come across,” he said. “It may seem as though we ignored your request.”
The customer paused. “I didn’t want to keep calling, but I needed an update.”
“I understand,” Jordan replied. “I’ll work this out today and send you a clear answer by 3:00.”
After the call, Jordan spoke with the repair manager and found an available appointment for Friday morning. He emailed the customer at 2:30 and included the appointment time and the technician’s name.
Then Jordan spoke with his manager. “We need a better way to track unanswered emails,” he said. “Customers shouldn’t have to contact us twice.”
His manager agreed and suggested creating a shared list of messages that required follow-up. They planned to begin using it that afternoon.
VOCABULARY
Write the words or expressions from the story that are new to you or that you want to review.
DISCUSSION QUESTIONS
Share your thoughts. Use details from the story to support your answers.
How does the lack of a reply affect the customer beyond delaying her repair appointment? Explain what her comments reveal about her uncertainty and her view of the company.
Jordan promises a clear answer by 3:00 and emails at 2:30 with specific details. How might these actions help rebuild the customer’s trust? Connect your answer to her earlier concerns.
Why does Jordan speak with his manager after answering the customer? Explain how the proposed shared list addresses a different part of the problem than arranging the repair appointment.
LISTEN
Listen to the recording and respond in complete sentences.
What did the speaker say?
Do you agree or disagree with the speaker? Why?
