Misunderstanding Product Purpose

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This action mindmap helps respond to critical messages from a customer's misunderstanding of a product or service purpose. The example contains ready to use response phrases organized into mindmap for quick composing and tweeting/posting of the response messages.

Example 1. Misunderstanding Product Purpose

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Response to Misunderstanding of the Product Purpose

• Objective
  • Generate a positive attitude towards the product / service amongst the target audience.
• Primary Messages
  • A short explanation
    • Introductory phrase
      • As a result of our investigation, we found that...
    • Causes
      • Apparently, the problem was the result of a misunderstanding of the product/service purpose.
    • Effects
      • As a result …
      • This led to …
      • Consequently …
    • Solutions
      • We have changed the product/service user documentation and learning media
  • Aligning responsibility for the issue leading to the complaint
    • I regret to inform you that …
    • I am afraid that …
• Good Additions
  • We appreciate your business.
  • Please come back and try us again.
  • Customer opinion keeps us on our toes.
  • Thank you for caring enough to tell us.
  • Again, thank you for the valuable feedback.
  • Thank you for taking the time to bring this to our attention.
  • Thank you for your post on August 12th.
  • We look forward to continuing to serve you.
• Examples
  • We understand how disappointing it can be when your expectations are not met.
  • We have directed our sales department to consider your concerns for the next issue.
  • This is because the item was on sale, and therefore refunds and returns are not permitted.

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