How to be A Pro at Customer Support Email

by Jeremy Banks Evolutesix

Every business knows how important reputation can be. This holds true especially online. One minor mistake can spread like wildfire. The worst part is, there’s nothing more you can do aside from damage control.

That’s why customer service shouldn’t be taken lightly. Don’t taint all the effort you’ve placed into building a credible reputation because of bad customer service. They’re the direct communication your business has with your customers.

In a span of a day, you can and will encounter hundreds of emails. Some of them from angry or confused customers, and some from those who are happy and satisfied. But remember this: every single one of them is important and you have to respond to all of them in a rational and effective way. Don’t worry though--creating good customer support emails is a skill you can acquire. Luckily, this article will provide you with some of those tips:

Talk Like a Human

Customers don’t want to feel like they are talking to robots. They want a human being who is actually concerned about their situation and is willing to help them solve it. Even if the topic requires technical instructions, try to craft it as simply as possible so they can understand it.

Call them by their names and introduce yourself. This is one way of building a relationship with your customers. When they can comfortably contact you for inquiries and problems, it’s most likely that they trust your company. They might even be satisfied enough to recommend you to people they know.

Thank the Customer for Their Input

Nothing is ever perfect. There will always be customers who will express their dissatisfaction. When that time comes, you have to be ready to accept their insights. A complaint email can be as useful as a thank you email. Both can give your business an idea on where it’s performing well and where it needs to work on.

Use a Customer-centered Positive Language

You must always exude the aura that you can help them solve their problem--or at least promise a result. No customer wants to hear that it's hopeless. And it’s not about you helping them, it’s about them needing your help. Consider using the pronoun “you” as your default. For example, instead of saying “we are open from 10 AM to 7 PM”, you can say “you may visit us from 10 AM to 7 PM”.

Be Clear and Specific

Last, but definitely not the least. This is where conflict in communication often arise. Before you can help them address their concern, you must first ensure that both of you are on the same page. This helps you know where you can start, or how severe the situation.

In the course of sending, receiving, and responding to emails, you will encounter a wide variety of concerns. By remembering these tips, you will already be on the right track. You might even learn some tips of your own. Experience will hone your customer support email skills.