Customer service is what makes or breaks a company’s reputation, and if you don’t know how to deliver excellent customer service via email, you might want to get started on learning how to now.
Did you know, after a single negative experience, more than half (51 percent) of all customers will never buy from or work with the business that gave them the poor experience? Hence, setting the bar is so important that you have to make your email support stand out as much as your phone support and in-store service.
So, what does the perfect customer service email include?
A polite and personalized greeting
Okay, for starters, you want to address the customer like it’s the present, so that means using openers like:
- Good evening
- Good morning
- Good afternoon
- I hope you’re having a good day
- I hope your weekend is going well
Following this, always address the customer by their name. Never their username, and never by their title Sir/Madam (As that is too easy!). Customers like to know that you know who they are, as it makes their problem/query feel more relatable and more valuable. The last thing you want is to make them feel like a number on a list.
Their query needs an answer, and their problem needs solving, so at least pretend you’re interested. Usually, as an online/email support agent, being interested in a customer’s issue or query comes naturally. Still, you have to make this known to the customer to make them feel satisfied and reassured.
Always get on the customer’s level
By this, we mean to offer a level of understanding for their frustration. Tell customers you sympathize with their problem or that you are thankful for their query.
Make it known that you are there to help. Ask questions, and if there is something they need help with that you can’t do – Don’t say no!
Tell them you are personally unsure, but you will seek a solution from someone else in your team, whether that be your manager, the IT support, or even the manufacturer (If you resell products as a retail/online store). Always strive to keep the query active until you know the customer is happy to mark it as complete.
Own up personally for any faults or delays to service
Don’t ever make the customer feel at fault – If they’re having problems, user error or blaming the customer should always be your last option. Apologize sincerely for the problems they may be facing, and offer the first steps they can take to rectify the situation.
Make it known you want to resolve their query or issue and ask them to notify you if anything changes or if they get back up and running with a fault/problem.
Offer a friendly sign-off and encourage customers to provide feedback
The way you close off an email is crucial if you deal directly with customers. We recommend you include the following:
- A thank you to the customer for their patience
- A full email signature with your company details and contact info
- Reassurance that you’re always here to help them
- Offer a feedback form to learn where you went right/wrong (perhaps offer a small competition for anyone that provides feedback).
The top things to avoid in your customer service emails:
- Use of slang and lazy words
- Poor punctuation and grammar – This is a big no-no if you want to come across as professional
- A rude or abrupt tone of voice
- Addressing the customer by words like “sir/madam,” “customer,” or worst of all, addressing them by their support ticket reference number!