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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