The Do’s And Don’ts Of Customer Service Emails: A Quick Guide

Customer service emails are a crucial part of any business. They can be used to answer customer questions, resolve issues, and build relationships with customers. However, it’s important to write customer service emails in a way that is professional, helpful, and respectful.

Here are some do’s and don’ts of customer service emails:

Do:

• Respond promptly. Customers expect to receive a response to their emails within 24 hours. If you can’t respond right away, let the customer know when they can expect to hear from you.
• Personalize the email. Address the customer by name and use a friendly tone.
• Be clear and concise. Get to the point quickly and avoid using jargon.
• Proofread the email before sending it. Make sure there are no errors in grammar or spelling.
• Offer to help. If the customer is having a problem, offer to help them resolve it.

Don’t:

• Use all caps or excessive exclamation points. This can make your email seem unprofessional and aggressive.
• Be rude or dismissive. Remember that the customer is the most important person in the transaction.
• Make promises you can’t keep. If you can’t resolve the customer’s issue immediately, let them know what steps you’re taking to resolve it and when they can expect to hear from you again.
• Ignore the customer’s email. Every email from a customer should be responded to, even if it’s just to let them know that you’re working on their issue.

Here are some personally resonant tips from Steph:

• Use a friendly tone. Imagine that you’re talking to a friend or family member. What would you say?
• Be empathetic. Put yourself in the customer’s shoes and try to understand their perspective.
• Be patient. Sometimes customers can be frustrated or angry. Be patient with them and try to understand their situation.
• Go the extra mile. If you can do something extra for the customer, do it. This could mean offering them a discount, sending them a free gift, or simply going out of your way to help them resolve their issue.

FAQ

How quickly should I respond to a customer service email?

Customers expect to receive a response to their emails within 24 hours. If you can’t respond right away, let the customer know when they can expect to hear from you.

How do I personalize a customer service email?

Address the customer by name and use a friendly tone. You can also mention something specific about the customer’s email, such as their question or concern.

What should I do if I don’t know how to answer a customer’s question?

If you don’t know how to answer a customer’s question, be honest and let them know. You can also offer to do some research and get back to them with an answer.

How do I handle a difficult customer?

Be patient and understanding. Try to understand the customer’s perspective and what they’re trying to achieve. Be respectful and avoid arguing with them.

Customer service emails are an important part of any business. By following the tips above, you can write customer service emails that are professional, helpful, and respectful.