10 things to Remember while Replying to your Customers' Email
A few days back I finished my 2 years of work experience as a Customer Support Representative..
It's been a really nice experience for me, and I would like to dedicate this article to all those who worked with me; my trainers, customers and clients.
I'm not going to teach you any CRM theories or guidelines.
These are just a few small and simple things, easy to adopt when
you are replying to your customer's email.
1. If the customer has provided their name, use it in your
reply. A first name is preferable. I would always love to see
"Hello Dinsan, We have fixed this issue" instead of "Hello, We
have fixed this issue".
2. Thank them. It's the best way to let them know that you are
willing to help them and they are not a trouble for you. For the
ending, I use something like: I hope you have a good day".
3. Treat them as you want yourself be treated. You have
expectations when you send in your own requests. Just keep those
points in mind.
4. What's the easiest way to make it friendly? Do it as if you
are sending an email to your friend (just don't make it extra
casual).
5. Can you make it a little more simple? That helps a lot.
Customers would love your replies if you can make them a little
more simple. My colleague Mike helped me here "usually customers
complain that techs are too "technical", just put it in simple
words that they know what they are doing wrong and how to
correct the issue".
6. Are you using a Quick Reply or Email template? Always edit
them by adding something personal (customer/issue specific) and
remove the unnecessary parts.
7. Before you send the reply, read it once as the customer would
do. This is another quick tip that will make your reply more
simple and easy to understand.
8. Are you forwarding or assigning a client's email to another
department or person ? Let them know why. It's always good to
keep them informed.
9. Is there a delay in answering your customers' email?
Apologize and let them know that its taking a little longer for
your do process their request. If you can finish the work in one
or two hours, simply give them an update and keep them informed
about what you are doing. Let them feel that you are trying your
best for them.
10. Your tip here. Contact me with your best tip and I will add
it here!
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