Write one, send it and forget. Wait a couple of hours to see if you got an answer. They will feel let down. If you have any kind of email address posted on your website, no matter for which department, you will get customer service emails. The back and forth nature of emails will give you a bit of wiggle room in terms of the time of response.
When it comes to email, the expected response time for a business falls somewhere between hours. No matter how long it takes to reply to the email, you should always remember one thing: Any customer service situation, no matter how dire, can be defused with personalized service.
You want to sound like a real person and not like a machine that has been programmed to give completely dry answers all day. Far too many customer service emails read like telegraphs.
It seems as if each character in an email was really costly and businesses wanted to save money on the greetings. Opening with a hearty hello and not going straight to business is the first step you can take to make your emails more personal.
When talking to a customer, use their name. You might as well write the email in binary. This is usually a result of relying too much on automation or templates which will be discussed later on in the post. Start with the first name, or Mr.
This will add another layer on which you will be able to build a relationship with a customer. You should thank customers for asking questions. After all they are doing you a favor. They are letting you know that something is either not working or that something is difficult to understand. Make sure to let them know that the customer feedback they have to offer is really helpful to your company before moving on further.
This is especially important when dealing with tough, complex cases. This step will allow you to avoid any miscommunication further down the line. Rephrasing what the customer is saying is also a good way to check if you fully understand their concern. Extra useful when dealing with customers who use English as a 2nd language. Depending on the complexity of the problem, you have a range of tools at your disposal that will make the explanation easier to understand:.
The aim here should be not only to provide an answer but also to do it in an easy to digest way. Make sure to respond directly to any doubts the customer expressed in their original message. Take note and let the customer know that you will do your best to tie up any loose ends.
If the problem is not resolved fully, set a timeframe when the customer can expect the reminder of the answer. After providing an answer, let the customer know that they should go directly to you if they have any doubts or questions.
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Plagiarism-free papers Our writers write all papers from scratch. A great example is this real email I got from the simplehuman support team when I was having issues with a product I bought:. This is especially useful if your email includes an important date or time that your customer needs to act by. I mean that literally: Even if they seem like second nature to you, the complex or technical concepts behind your product can be really confusing to customers.
As an example, see how one user explains the difference between email, Google, AOL, a website, and web browsers:. Spend some time reading the ELI5 subreddit, and practicing writing your own instructions in the same format to make life easier for your customers.
Just like using the right tone and the right words can dramatically change the quality of your customer support, writing more clearly can make an immediate impact, too. Len Markidan heads up marketing at Groove. Read his latest posts or follow him on Twitter You might also like:. We all want loyal customers, right?
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Leslie O'Flahavan is an online writing expert who specializes in helping organizations improve the quality of customer service responses. Leslie helps employees improve the quality of the email.
Evaluator Application Writing Sample. CSE selects mystery shoppers based on quality, detailed narratives that include: Descriptions of your actions. How to Write a Customer Service Email. By Jacob Firuta in LiveChat Blog > Customer service, March 18, Email is still one of the major customer service channels. A large portion of your customers will use it to get in touch with you. Read on to start writing better customer service emails. The anatomy of a customer service email.
To get ready for the increase in written communication, front-line service and sales reps will need to be more proficient at reading and writing, says Leslie O’Flahavan, E-WRITE principal and author of Clear, Correct, Concise Email: A Writing Workbook for Customer Service . Discover how customer service reps can best represent their company's brand and meet customers' needs when writing for social media.