Want to write excellent customer service email? Learn the eight foundational traits your emails must have so you can write a complete answer, build rapport, and prevent write-backs.
- Sure, the customer service approach may differ a bit from company to company, but all great customer service emails accomplish three things. They answer the customer's question, they build a relationship with the customer, and they prevent a repeat contact from the customer on the same topic, whether by email, phone, chat, or any other customer service channel. So, to write email that accomplishes these things, you must include the eight foundational traits of great customer service email.
Let's take a look at them. Here's the email from our customer. You can see that Michael has applied for his pension due to a disability. The Pension Board has asked for more information, and he has written to get a clarification. Let's use the eight foundational traits to write a great response. Start by demonstrating that you've actually taken the time to read their email. Make sure to address the customer's question as early as possible in your response. If you've done research into the issue, mention it to the customer.
Explain what you want the customer to do and why. Be sure to use a friendly, personal tone. Make it easy for the customer to accomplish the task by providing a link or attaching the information they need. Tell them how to access more help if they need it. And finally, double check your spelling, punctuation, and grammar. That's refreshing, isn't it? A really well-written email that gets the job done.
If you're taking this course, I know you're motivated to write great emails to your customers. To make things easy, I've created a handout that lists these eight traits of great customer service email. You can download it and use it as a guide for your own writing or share it with your boss. It might just help your whole team.
- Reading emails carefully
- Anticipating follow-up questions
- Answering all of the customer's questions
- Handling difficult questions
- Explaining your process to the customer
- Paraphrasing the customer's situation
- Acknowledging the customer's feelings
- Apologizing when appropriate
- Avoiding clichéd language
- Demonstrating empathy and sincerity in your writing
- Building rapport