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5 Ways To Write The Perfect Customer Service Response

Contributed article by Madeline Miller

A good customer service email is the key to ensuring that your customers are happy with the service that you provide. As a business, you need to be able to offer the very best customer service responses, to keep customers happy and coming back to you. Here's how you can create the perfect customer service response, each and every time.

1. Be Human In Your Responses

It's so easy to rattle off a response and move on to the next one. That's especially true if you have lots of responses to write. However, that quick response isn't going to be the best quality one, and can come off as a little robotic.

You need to show customers that you care about them and their experiences. The best way to do that is to empathize with them, and draw on your own personal experiences. For example, if a customer has a parcel that hasn't arrived, you can say “I know it's so frustrating for it not to have shown up on time, and I'd feel the same way if it were me.”

This way, you're showing the customer you do care about their experiences, and you want them to get what they need from you.

2. Get The Tone Right

The tone of your communications is so important. If you were speaking to a customer face to face, you'd see that your body language and other visual cues would help a lot. In an email though, you're going to need to work harder to get the correct tone across.

Picking the right tone is crucial too. While you may feel a formal tone will do more to show the reader that you're professional, it makes it harder to establish rapport. Instead, try to go with a more friendly tone, one that shows you're being cordial. Stay away from more informal speech and slang, but stay polite and friendly.

3. Personalize Your Responses

Think about the last time you had to get in touch with a customer service team. What kind of response did you get back? If you got one that was very impersonal, it probably felt as though the team didn't care about you and your experiences, and that's not a great look for them.

When you write responses to your customers, you'll want to personalize it. You want them to know that isn't just another rote email, it's one that you're writing just for them. Greet them by name, acknowledge the problem you're addressing, and tell them just what you're going to do next to help them.

4. Be Positive

Positivity in your communications is so important. You want to show the customer that you're trustworthy, and that you do care about the problem that they've contacted you about. One way you can do this is by using positive words throughout your email.

For example, words like 'feel', 'fantastic', 'absolutely', and 'friendly' are all positive words that give a good impression.

On the flip side, you want to avoid words that are more negative in nature. These are words like 'policy', 'fault', 'unreasonable', and so on. These give the impression that you don't care about them and the service you're providing to them. They don't help a customer feel comforted or happy, so take care with the words that you use.

5. Respond As Soon As Possible

The timing of the response you send makes a lot of impact, as well as the content of it. After all, no one wants to be left waiting around when they need help. The quicker you can answer an email, the better.

Because of this, many companies will use automated emails to respond as soon as possible, to show the email has been received and that they can expect help soon. Getting the tone right is important, so you'll want to use tools that personalize the email, such as using their name.

With these tips, you'll be able to write excellent customer responses that show customers you care about their experience, and help everyone get the result that they're looking for. Use these techniques the next time you're needing to respond to a customer email, and you'll see the difference they make.

Madeline Miller is a writer for Paper Fellows and Assignment Help. She covers customer service and support tips. She's also a blogger for Do My Assignment