Customer service is the most important aspect of maintaining a prosperous business. It helps you to improve customer retention rates and extract the maximum value from each of your engagements. Despite the rise of social media, email remains the most popular method of communication between businesses and consumers and is typically the go-to touchpoint for customer service interactions. If you have a disgruntled customer or are unfamiliar with best practices, you could easily make a bad situation dramatically worse.
Here are five tips to help you create more effective customer service emails. When generating an email response, try to show a human side by using the customer's first name or referencing some of the issues they brought up in their initial email contact. Show empathy when interacting with customers. Put yourself in their shoes and try to understand their concerns before telling them you understand. Professionalism in customer service interactions includes using a business email, a uniform email signature, and including important company information. Use simple language and avoid making assumptions about the customer's understanding of technical issues or industry jargon. When emailing a customer, be realistic regarding your solution to the customer's problem, and deliver it as is, with no extra bells and whistles. Own up to your mistakes and apologize to the customer.