Customer Service along with other business segments use email as one of the primary communication channels between your business and customers. So using it to benefit your organization will go a long way in developing the infrastructure of your customer service workflows. It’s not difficult to master, actually it is quite simple; customers will contact you via email, all they expect is a quick response. As long as customers receive answers to their questions it will suffice. You may run into trouble when the answers do not meet client expectations. Quality control is one area actual human intervention may be required.
Customer service emails are support and sales interactions between your business and your customers with a goal of resolving problems brought to your attention. 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 4-24 hours. No matter how long it takes to reply to the email, you should always remember one thing: get personal. If there’s one golden rule for writing good customer service emails it would be adding the personal touch to each response.That’s the secret ingredient.
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.
1. Initial Response - 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.Greeting the customer sets the tone for the whole email so don’t mess it up.
2. Responding in a personal way - Another piece of advice that may seem obvious but is often ignored by customer service agents.When talking to a customer, use their name. Don’t make the communication less personal by using strange titles like “customer” or, even worse, referring to a customer by a case number.
3. Showing your gratitude for them reaching out - Now, before moving to business, you should thank the customers for contact. You might thing that you’re the person that deserves thanks for answering the customer’s questions. However, it’s the other way around. You should thank customers for asking questions. Make sure to let them know that the customer feedback they have to offer is really helpful to your company before moving on further.
4. Respond with an overview of the problem they brought to you - You can summarize the current situation to make sure everyone’s on the same page. If you are having any doubts that you understand the customer’s situation, ask for confirmation.
5. Working out the answer and responding with how to achieve it - After all the pleasantries and summing up the situation, it’s time to finally answer the customer’s question.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.
6. Lastly wrap up the response - After providing an answer, let the customer know that they should go directly to you if they have any doubts or questions. It’s not only convenient for the customer but also will save another agent the trouble of familiarizing themselves with the whole case.