Anyone who has ever owned a business has, at some point, learned the importance of good customer service. In fact, for many customers good customer service is looked upon as an expectation or requirement. They (and I might say, we) expect to have their questions answered quickly and effectively. We expect to have someone answer our phone calls on the first ring. We expect excellence in language and the mode of conversation. We expect a cheerful, helpful attitude and a smile on the face of those who are helping us. I am very grateful for this, as I also feel that it should be an expectation of all in the workforce to have helpful, friendly customer service representatives.
So, how can we differentiate ourselves from all of the other companies that offer good service? In past blogs we have focused on the importance of Customer Service and have provided clues and tips for improving in this area. One area we have yet to discuss is customer service emails.
Customer Service Emails
Most of us know how to perform good customer service over the phone or even face-to-face. Not many, however, have learned how to convey excellent customer service through email. Since so much correspondence in Online Stores is through email, it is important to know how to show careful, cheerful, and prompt customer service via email.
- Use a clear Subject Line that briefly describes the conversation and purpose of the email (avoid capitalizing all letters and minimize the use of exclamation points).
- Thank the customer and provide a brief overview of the subject in the first paragraph. Get to the point as soon as possible. Be clear, relevant and concise throughout the email.
- Make sure the tone of the email is polite, personal and professional. Be courteous and thankful and always end the email on a positive note.
- Identify and acknowledge the issue or question, restate the problem or question,identify a solution and insure them of when they can expect it to be resolved, or answer the question concisely and completely. To further personalize the email, anticipate needs and concerns before they are asked. If applicable, provide additional support and contact information.
- Before you send out an Email, ensure that you have used correct grammar and punctuation.
Below is an example of a well-written email: (Please click on the Image to Enlarge)
To see some additional examples, click on the links below:
Apple iTunes Example
I hope you will find these tips and examples helpful and will have many pleasant customer service experiences as you implement these tips in your daily interactions with customers.
Wishing you a pleasant and successful week,
Websites for Quilters