When your customers have questions, concerns or feedback, they’ll often turn to email. Getting your responses right is a crucial component of providing great customer service. Use these simple tips to craft superior customer service emails for any situation:
Address the customer by name
A personal touch is important in customer service emails, so use the customer’s name whenever possible instead of “sir” or “ma’am.” By the same token, sign off with your own name so the customer feels like he or she is part of a personal conversation.
Keep it casual
No, this doesn’t mean you should use slang or emojis. However, a casual, friendly tone can help set the right tone for a good customer service interaction by making you sound approachable and friendly. Be professional, but avoid sounding unnecessarily formal.
Find an opportunity thank the customer for something, whether it’s bringing an issue to your attention, giving you a great feature idea or simply using your product. These little expressions of gratitude can go a long way toward establishing a positive rapport with your customers.
Be quick with your responses
A recent study conducted by SuperOffice found that most companies take about 12 hours to reply to customer service emails. From a customer’s perspective, these long wait times can be very frustrating. Respond as quickly as you can—preferably within an hour—or set up an automated message system letting people know when they can expect a response.
At a Personal Answering Service, we specialize in helping companies of all sizes manage their reputations by providing a variety of customer support services. To learn more about how we can work with you to deliver the best possible service to your customers, feel free to give us a call or contact us online today!