A report by Synthetix states that 9 out of 10 consumers expect to receive a consistent experience over multiple contact channels and that includes social media, phone, voice chat and email. While the basic rules of great customer service are the same in all channels, customer service representatives also have to be aware that there are best practices for using each one.
Email, for instance, is different from the other channels because it gives you the ability to easily gather all the information you need from your customers and at the same time create a clear message to them as well.
According to a report by eConsultancy, email is the most preferred channel of 61% of the respondents. This means that you must train your inbound call center outsourcing representatives how to draft an excellent customer service email.
Below is a checklist of things that they have to remember when writing an email to a customer:
- Be polite. Make sure you write the email in a professional manner.
- Be clear and informative. State what issue you are addressing starting from the subject to avoid confusion. Include a reference number, if available.
- Be conversational. Avoid jargon, complicated language and robot speak. Make sure your email is easy to understand. Make your customers feel at ease.
- Personalize it. You can use an email template but customize it depending on what’s needed in the email. Always remember to address the customer by his or her name.
- Show gratitude to the customer. At the start of the email, thank the customer for contacting you. Thank him again at the end of your email.
- State the problem to show that you understand it.
- Put important information at the top.
- Empathize with the customer. They appreciate knowing that you care about them.
- Ask questions and provide timely updates.
- Take responsibility. Never blame the customer even if it was his or her fault.
- State your resolution clearly and give concise instructions. Tell them exactly what you can offer to resolve the problem and what they can do to help.
- Provide a realistic timeline and set expectations. Make sure you will be able to meet the deadlines you’re going to set and that the customer understands what to expect from you.
- Provide extra support. Inform them of other ways they can contact you in case they need more help, such as your toll-free numbers, website or social media channels.
- Use a professional email signature. Include the representative’s name, job title and contact information.
- Double check spelling and grammar. Even small errors can be costly.
- Follow-up with a thank you note after the issue is resolved.
Taking the time to make sure that all these things are considered in drafting your email will ensure that your customers will get the attention and resolution that they deserve.
Feel free to share this checklist through the infographic below: