It is much easier than it seems to respond to an unhappy customer email. You no longer have to spend hours on thinking
WHAT DO I SAY? How do I address concerns? Just follow simple steps and use this letter for “non-delivered “ emails.
Email is still one of the major customer service channels. A large portion of your customers will use it to get in touch with you.
As much as 46 percent of users will pick it when dealing with a business.
It’s also an integral part of any multi channel customer service strategy.
It’s not that surprising, to be honest. Emails are really convenient. Write one, send it and forget.
Wait a couple of hours to see if you got an answer.
As long as customers get answers, it’s all good. The trouble begins when the answers are below customers’ expectations. They will feel let down.
Want to make sure that doesn’t happen? Read on to start writing better customer service emails.
The back and forth nature of emails will give you a bit of wiggle room in terms of the time of response. When it comes to email, the expected response time for a business falls somewhere between 4-24 hours.
No matter how long it takes to reply to the email, you should always remember one thing: get personal. If there’s one golden rule for writing good customer service emails it would be adding the personal touch to each response.
That’s the secret ingredient. The secret sauce. Any customer service situation, no matter how dire, can be defused with personalized service.
You want to sound like a real person and not like a machine that has been programmed to give completely dry answers all day.
Let’s go through some the things you can do to make your email reply more personal.
It can be tricky deciding what sort of tone to take. A formal tone is a safe bet, but your communication will often not feel personal. Using an informal tone can benefit your interaction, but you also risk angering certain clients. Think about your audience, and how they would like to be addressed. A good approach is to use the informal tone, but cautiously. If you find any indication the customer might appreciate the formal approach, go with that.
Summarize things for them
It’s a good idea to summarize the situation for the customer. By doing this you can make sure you and the customer understand each other and are on the same page; if you’re unsure if you understand the customer’s issue, ask for confirmation. “Sometimes when dealing with an ongoing or difficult problem, it’s necessary to touch base with the customer, especially if you haven’t communicated in a while. One great trick is to rephrase things back to the customer to make sure you are understanding what they mean,"
How do you deliver the news?
Does it matter if you deliver the bad news or the good news first? According to some interesting recent research, it actually does. People who received the bad news first were more likely to feel positive about the interaction, while people who got the bad news last were more likely to act based on that bad news. So when you have bad news to deliver, get it out of the way so you can end on a positive note.
Letter Compliments of Tim Russell
I am sorry to hear you have not received your package. Since the tracking shows the package is delivered, here are a few things you can do.
on your end:
Please verify this is your current mailing address.
Please check with other members of your household to see if anyone may have put your package aside. If you live in an apartment complex, please contact your local office to see if they are holding your package there. Some packages won't fit in your mailbox so carriers will often leave packages at a manager's office for safekeeping.
If no luck there, call your local post office and supply them with the tracking number, as usually, they can assist further. They have more information than what we can see online, such as GPS tracking on the delivery. If it was indeed left at your address, the postal folks will assist you in filing a loss/theft report with the US Postal Inspector. They can be very helpful in finding missing packages within their system due to theft/fraud/missed delivery.
I didn't have this in the version posted above, because the package involved, showed delivered several days before. But often, if a person is complaining and the package shows delivered the same, or previous day, a line like this is also helpful, toward the beginning of the letter, because it is often, the truth.
"Since tracking shows your package was delivered today, please give it a day or so, because the USPS has recently been notorious, for scanning packages as delivered, before the delivery is actually made. This is done in part, to keep their on-time percentage numbers, in line. If this is the case, your package is safe, just not yet delivered to you as of yet. Generally, when this is the case, you will receive your item later in the same day, or the next day, at the latest."
Personalize your interactions with the customer; you can start by addressing them by their name. Never use weird titles like "valued customer" or address them by their case number. These sorts of interactions will give the customer the impression they are dealing with an automated system, which is the opposite of what you want. You can use their first name, or address them as Mr./Ms. surname, if you are working in very formal industry. Close out the email by signing off with your own name, rather than “support team," or some variation.
Using simple language
Adding jargon and complex language to your customer service email replies is counterproductive. Using language like that will result in even more questions and doubts from the customer.
Stick to simple language and provide an explanation that doesn’t require two degrees in the field just to get it.
If you need to reference a more difficult term in your reply, try to explain it using customers’ words. If they came up with a particular term to explain their problem to you, use the same term when making your explanation.
Use online tools to write the perfect customer service email
Writing doesn’t come naturally to everyone, so don’t hesitate to get some help from the experts. Here are some good resources to get you started:
#5. My Writing Way & Lets Go and Learn - Check out these writing communities for ideas and advice on how to write better customer service emails. You will find people who have been in your position before.
It’s easy to forget to add the personal touch when you’re writing such a large volume of emails. But writing customer service emails that feel personal is an important part of the job.