This article was written by Grace Carter. Grace Carter is a business writer at Brisbane Assignment Help and Australian Help services. She also tutors students at College Paper Writing Service, where she helps improve writing skills, build confidence and write better assignments.
Dealing with unhappy customers is inevitable, but there are ways to make the interaction positive. Use these ten tips to improve your customer service emails.
It’s important that you take a personal tone in your email. Address the customer by name if possible. You want them to feel as if they are communicating with a real person and are valued. Also remember to sign off with your own name; people will respond better to a letter from “Steve” than one from “Customer Support.” Using names also gives the impression that they are receiving something written especially for them and not a mass email. Consider embedding a photo of yourself below your name, so the recipient sees they are dealing with a human, and not a faceless corporation.
Thank the Customer
It might seem like an odd choice to thank someone who is complaining. But by bringing a problem to your attention, the complainer is actually doing you a favor. “The vast majority of unhappy customers don’t tell you that they’re dissatisfied, they just leave. By telling you what is upsetting them, this customer is bringing a problem to your attention, allowing you to address that problem, and giving you a second chance at keeping their business,” recommends Jennifer Franken, customer service manager at EliteAssignmentHelp.
How you say something is often as important as what you say. When you’re writing your email keep in mind: your tone, personalization, language, workflow, and the visuals you include. Your communication can be seriously hampered if you don’t pay attention to these elements, and that translates into lost customers.
Researchers found that people who received the bad news first more often felt better about it than people who received the good news first, followed by the bad news. People who received the bad news last were more likely to act on the bad news.
Save Time with Pre-Written Responses
Speed is important in the customer service business. You’re going to see a lot of the same complaints, so you can save a lot of time by responding with a prepared answer. As long as you personalize your basic response, these replies can still be very productive and well-received.
Keep it Simple
Try and convey your message as simply as possible, avoiding technical jargon. Write in terms that your customer will understand, but not in a patronizing manner. The goal is clear communication that will not leave any room for a misunderstanding.
Link to Further Information
You want to give your customer all the information they need, but you don’t necessarily want to cram it all into your email. If your instructions include more than one image or more than three steps, provide them in a link. If you have lengthy instructions within the text of your email, your customer may get frustrated from scrolling through too much information and give up due to frustration or confusion.
Get Help Writing the Email
Here are some resources that will help you write better customer service emails:
#2. Essayroo – This is a writing community where you can turn to for advice if you need help writing your customer service email.
Promise to Help
Make sure the customer understands that you are working on a solution. Keep the customer posted regularly about how things are progressing. Give them a time when they will hear back, preferably with a solution, but at least with an update. You do not want your customer waiting around in limbo, unsure as to whether or not you are working on their problem, or if they will ever hear back.
End on a Positive
You want your customer’s last impression to be a positive one. Though your customer is upset, you can make them feel a bit better by ending with a positive sentiment, even if it is something as simple as saying, “I hope you enjoy your day!”
Customer complaints are going to happen, so it’s important that you know how to respond to them in a way most likely to leave them feeling satisfied and valued. Take a personal tone, remember to thank the customer, consider your style, time your delivery correctly, be efficient with pre-written responses, keep your message simple and straight-forward, provide links to further information, get help writing your email, make sure to promise your customer help, and always end on a positive.