{"id":2813,"date":"2022-05-17T09:58:48","date_gmt":"2022-05-17T13:58:48","guid":{"rendered":"https:\/\/linguix.com\/blog\/?p=2813"},"modified":"2022-06-17T19:45:07","modified_gmt":"2022-06-17T23:45:07","slug":"how-to-write-10x-better-customer-service-emails-templates","status":"publish","type":"post","link":"https:\/\/linguix.com\/blog\/how-to-write-10x-better-customer-service-emails-templates\/","title":{"rendered":"How to Write 10x Better Customer Service Emails (+Templates)"},"content":{"rendered":"\n

Each of us faces the need to contact customer support from time to time \u2014 whether it\u2019s to ask for additional information, file a complaint, or get assistance with something. All these interactions directly shape our attitude towards the brand or company that we\u2019re corresponding with. Microsoft\u2019s survey shows<\/a> that 96% of consumers regard customer service as an important factor in their loyalty to a brand.<\/p>\n\n\n\n

It goes without saying that, in order to retain customers, businesses need to take customer care correspondence seriously. Today, we\u2019ll cover a few tips on how to improve the quality of customer service emails and share three sample replies.<\/p>\n\n\n\n

Try to sound more human<\/h2>\n\n\n\n

Since the customer support team has to deal with a huge number of requests on a daily basis, it\u2019s highly probable they would use generic answers to address them. And while this might save lots of time, it shouldn\u2019t get to the point when customers would feel they’re talking to a robot. Ideally, each email, even a template-based one, needs to be personalized to fit the customer\u2019s request and make the communication more friendly. At the very least, it\u2019s worth greeting the customer by their name. <\/p>\n\n\n\n

Make apologies if necessary<\/h2>\n\n\n\n

If the customer is disappointed by the service or even gets angry, the first thing to do will be to make an apology (even if the situation is ambiguous.) It is important to reassure the customer that you understand their feelings and will do your best to fix the issue as soon as possible. In some cases, offering a discount or another type of reimbursement would be appropriate. If there\u2019s no objective fault from your company\u2019s side, a good idea would be to say you\u2019re sorry that this situation has occurred and to explain what can and cannot be done to the customer in a very polite way.<\/p>\n\n\n\n

Be clear and concise<\/h2>\n\n\n\n

The main thing customers want from the support team is to get a quick and efficient solution to their problem. This is why it\u2019s essential to focus on the issue instead of beating around the bush or upselling something. If a client asks a number of questions or poses some concerns, make sure to address each of them. Being concise and informative rather than wordy and vague and offering clear solutions or alternatives will show the client that you care about them. <\/p>\n\n\n\n

Avoid grammar mistakes and typos<\/h2>\n\n\n\n

Even if you closely address the customer\u2019s issue and give a satisfying answer, grammar mistakes or typos might spoil the impression for the customer\u2014even more so if the reply is not very positive. Some can even consider such flaws as a non-professional attitude. That\u2019s why it\u2019s crucial to make sure your message is grammatically correct. AI-based writing assistants like Linguix are indispensable in this regard since they help to quickly find and fix mistakes and paraphrase sentences. <\/p>\n\n\n\n

Value customer\u2019s time<\/h2>\n\n\n\n

Quick responses to customer requests will make them feel valued. In today\u2019s world, customers often expect to get a reply within a couple of hours. Sometimes, however, more time is needed to address the customer\u2019s issue or get additional information. In this case, the best thing to do would be to explain this to the customer and promise to get back to them as soon as everything is sorted out. <\/p>\n\n\n\n

Templates<\/h2>\n\n\n\n

Responding to a complaint about a service\/product<\/h3>\n\n\n\n

Hi James,<\/p>

Thanks for letting us know about this issue. I totally understand your frustration with the delayed delivery and would like to apologize for that. We\u2019re currently overloaded with orders and all our couriers are doing their best to fulfill deliveries on time. Unfortunately, this is not always possible, and we\u2019re now extending our staff to address this issue.<\/p>

To recompense for the delay, I offer you a 10% discount for your next order. Here\u2019s the promo code you can use when submitting an order: MG55.<\/p><\/p>

Thank you for your patience and have a nice day!<\/p>

Kind regards,<\/p>

Rachel<\/p><\/blockquote>\n\n\n\n

Providing additional information<\/h3>\n\n\n\n

Dear Clara,<\/p>

Thanks for contacting us! <\/p>

I\u2019m happy to provide you with the details of the services we offer. Please find a pdf file enclosed.<\/p>

Regarding your question about payment, we accept credit cards (Visa, MasterCard, UnionPay); you can also send us the required sum via PayPal or a bank transfer. I have attached our bank requisites. If you choose to transfer money to our bank account, please send us a check at orders@company.com to confirm your order.<\/p>

Please feel free to contact me if you have any further questions.<\/p>

Thank you,<\/p><\/p>

Kate<\/p><\/blockquote>\n\n\n\n

Issuing a refund<\/h3>\n\n\n\n

Hi Dan,<\/p>

Thanks for your request. I\u2019m sorry to hear you encountered difficulties getting a visa.<\/p>

I’ve processed the refund for you. Please be warned that it might take up to a week for the money to appear in your bank account.<\/p>

If you have any further questions or concerns, I\u2019ll be happy to help.<\/p>

Best wishes,<\/p>

Martin<\/p><\/blockquote>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

Each of us faces the need to contact customer support from time to time \u2014 whether it\u2019s to ask for additional information, file a complaint, or get assistance with something. All these interactions directly shape our attitude towards the brand or company that we\u2019re corresponding with. 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