When you work in customer service you deal with hundreds of emails in a day. So, it can be easy to lose sight of just how important each one is. A single negative interaction can be enough to turn a person off your business.
People like to feel as if their problem matters to the person on the other end. Giving your emails a personal feel can be very helpful in facilitating positive and effective interactions between customer support and clients.
Use their name
Start by greeting them with a friendly hello before you dive into solving their issue. Use their name. The way you greet the customer sets the tone for the rest of the interaction, so it’s important. Don’t be weird and address them as ‘customer,’ or goodness forbid, by their case number. People like to feel as if they’re having an interaction with an actual human and not a machine. There’s no quicker way to make a customer feel like they’re dealing with a soulless robot than to address as their case number.
Get everyone on the same page
“Summarize what is happening currently with their issue to ensure everyone is on the same page. Don’t be afraid to ask the customer for confirmation if you think they might be misunderstanding,” advises Brian Sorensen, email marketer at BigAssignments. It’s much better to sort things out sooner than later. If you’re dealing with an ongoing situation or one that is complicated, then it’s never a bad idea to review what is happening. Rephrasing things back to the customer is a great way to make sure you are understanding each other.
Promise them a solution
Conduct your customer service interactions in a way that minimizes the number of customers checking in to see how things are progressing. Keep your customer updated on how things are going; this should happen at least once a day. Give them expectations. Let them know when you will be contacting them again with an update. You can’t guarantee them a solution in that timeframe, but you can guarantee them a check-in. You’ll find this makes your customers a lot less anxious, people like to know what to expect, especially when something isn’t working for them.
Be realistic about the situation
Be honest with your customers about what you’ll be able to help them with. When you overpromise you just create more headaches for both you and the customer. When you mess something up, own it, and apologize to the customer. If the product fails, apologize. Making excuses for failing or the product failing will only make the customer angrier. Focus on fixing the problem and being transparent. People appreciate honesty, and even if they are upset, they will still appreciate you owning the situation.
Canned replies work
Yes, you read that correctly. Used properly, canned replies can be very effective and save you a ton of time. The trick is to know when it is appropriate to send out a canned reply. In customer service you’ll find that a lot of interactions start repeating themselves, and for those common situations, a canned reply is fine. You can still write canned replies that feel personal and not as if they came from a robot. Automating the basic replies leaves you with more time to deal with more complicated situations that arise. Ensure your sending these at the most suitable times for your customers by using an email scheduling tool.
Write better emails with these online resources
Writing is a skill that requires regular practice and fine-tuning. Punctuation, spelling, using the correct word — it all matters. If English is your second language, or you slept through English class, here are some resources to help you nail your text and avoid coming off as sloppy.
WritingExplained – Is it “#001D30” or “gray”? This blog covers these common mistakes. Don’t let errors ruin your otherwise great emails.
An email will never be as personal as a face to face interaction, but that doesn’t mean you shouldn’t try to make it as personal and pleasant as possible for the customer. Small things make a huge difference when it comes to customer service emails. Each positive interaction counts and helps build a relationship between the brand and the customer. Use these six tips to make your customer service emails feel personal.
Grace Carter is a content manager at BoomEssays services. She creates business presentations, teaches interns and curates support communications.
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