Email communication with past or potential future clients is one of the most vital tools in the kit of any company customer service or marketing team. Email is a nice blend of professional and personal, and allows an easy and direct way for you to communicate a whole variety of different thoughts, deals, suggestions and customer service to whoever you need. If done well its convenience alone is enough that it ought to be embraced wholeheartedly by customers, clients, users and companies themselves. Doing it well can be a bit tricky though, so let’s take a look at some really solid methods for good customer service emailing practice.
As strange as it seems, or as much as you might be inclined to put it to one side, the opening greeting of your email is a huge decider in how the rest of it will end up playing with your recipient. The problem with a lot of customer service content is that it can feel distanced, officious or even, worst of all really, automated. Customers fear not being taken seriously or attended to enough in their concerns, so establishing the right tone and rhetorical voice in the greeting can go a long way to allay their fears and win them over. By enthusiastic and warm and, as much as possible, personable. Do not send emails that start “Customer_73564…”, it won’t make your image any favors and it will likely lead to a decreased sense of trust in your customer.
No-one likes customer service, because it is very, very rarely turned to so that a customer can just get in touch to say how much they like the company. In truth, even if that is happening, it oughtn’t be, since there are so many people who need help waiting to hear back from you. However, it’s important that you use the customer service email as a chance to reassure and encourage the customer writing in that they are right to be doing what they’re doing and that you value them getting in touch. Saying ‘Thanks’ probably won’t cut it really, since it won’t be believed. Whereas a statement of real gratitude is far more likely to be received as sincere.
On the other hand, from the first two points, what customers haven’t come to you for is to be wooed and buttered up to such a degree that the point of the email disappears. “On the other end of the spectrum are companies who honey their words so much that customers don’t take them seriously, or fear that the company are intentionally avoiding addressing their concerns. The reason to be personable in customer relations emails isn’t just for the sake of being friendly, it should be to establish a relationship built on cooperation and ease of exchange”, writes Letitia Gabi, customer support manager at Australianhelp. Keep it business like.
Nothing shows a lack of courtesy in a company email like spelling mistakes and formatting problems. This is an area that is distinctly undercooked by a lot of companies, but which really ought to be addressed. Writing well is one of the tools you have in your toolkit for trying to get the customer on side and connect with them personally. It can be tricky, particularly in amongst all the other things you have to think of, so let’s take some time to explore options to help.
In conclusion, there is a lot to do in terms of good customer service email practice. It can be confusing, but it is ultimately a very valuable way to invest your time, since customer service is of paramount importance for the survival of your company. Companies depend on customers, so treat them right.
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