Below, you'll find thank you note examples for great customer service and exceptional products. For letters that you can use in the workplace, click here.
Good customer service creates happy and loyal customers.
The more customers you can keep happy (and retain), the faster your business will grow.
Yet, for many companies, customer service stops once an issue has been solved.
After that, you move onto the next customer.
And then the next (and so on…).
What many companies forget to do is follow up.
Even though they’re simple, follow-ups are often neglected.
And this causes a much bigger problem than you think.
According to our own customer service research, only 24 companies (out of 1,000) attempted to send a follow up email to their customers.
That’s less than 3%.
But really… how important is it to follow up with your customers?
The truth is… it’s very important!
In fact, it’s become so important that poor follow-up is now cited as the biggest customer complaint.
A study by Harvard Business Review found that 56% of customers complain about poor follow-up.
While 48% of customers that experience a poor follow-up will go on to tell at least 10 people or more about their bad experience.
Something as simple as a follow-up ruins the entire customer experience, which, according to research by Walker2020, is one of top factors for doing business with a company.
So, to avoid customers turning their backs on you, you need to follow up.
There’s are a wide range of ways you can follow up with your customers.
You can do it by phone, a letter, or even in person, but the most effective way is to follow up is by email.
Email is quick to send, you can easily track comments and feedback, and best of all, it’s scalable. Whether you follow up with a select handful of clients, or have thousands of customers to contact, you can do it all by simply using good old fashioned email.
But, how do you write a follow up email?
To help you send a follow up email to a prospective client or customer, we’ve prepared 7 templates that you can copy and start using in your business today, including two examples used by Apple.
Each template covers a specific part of the customer follow-up process, so you can choose the templates that best fit the needs of your business.
Each time a customer contacts your support team, they expect a response.
So, it’s important that you solve their issue quickly and efficiently.
Once their issue has been solved, you can ask them how you did.
This template is designed to be sent to follow up with someone after they’ve contacted customer service and to make sure that they’re entirely satisfied.
When should you send a follow up email? Easy…when you feel you have done all you can to help them!
If you don’t have the option to include a ratings scale, then encourage your customers to respond by hitting ‘reply’.
Depending on your company’s style and tone of voice, you may wish to customize the signature to fit with your brand. For example, you can personalize the email and send it from the CEO, Head of Customer Service, or even the customer service agent that they originally dealt with. Alternatively, you can use your company name.
A ratings scale is a great way to get high volume responses, but if you’re looking for more detailed feedback, you can include a link to a survey within the follow up email.
Depending on the type of questions you ask, this template gives you the opportunity to collect voice of customer feedback, and get real insight into what your customers thinks of your company, your products, and your customer service team.
If you are unsure what to ask your customers in the survey, here are five example questions:
While it’s possible to encourage your customers to reply directly to the email, you should use a survey tool to collect all the answers your customers give you. Google, Typeform and Survey Monkey all offer free tools, so creating a survey for your customers doesn’t need to be expensive.
This purpose of this email is to delight and surprise your customers.
Far too often, businesses sell a product and then leave their customers to it.
Have you ever thought that your customers might need help or support? Maybe they are unsure quite how a product works or need some more information. This template is a great way to build a longer-term relationship. Best of all, it shows them that you care.
Unlike the first two templates, this email should be sent from a customer service agent, not a company name or from the dreaded “Do Not Reply” email address. Sending this email from a person will help the customer feel appreciated and listened to, which in turn is more likely to lead to a response.
Rather than asking your customers to complete a web form or send an email to a separate email address ([email protected] is not a solution), encourage them to reply directly to your team.
To create an even greater customer experience, include context by adding the product or service they’ve purchased within the email. which you can import directly from your CRM software.
It’s common to solve an issue, but not hear back from the customer.
What usually happens here is that your customer support team will mark the issue as solved and close the ticket. But, what happens if the customer hasn’t had a chance to read the email, or is just busy?
The “anything else” email acts as gentle reminder on the status of the conversation and is a great way to close off a conversation with a customer. By sending this email, it’s a polite way of giving the customer a chance to ask anything else and feel entirely satisfied with the interaction, rather than being cut off short, or worse, feeling abandoned.
For customer service software users, this email can be sent out automatically and from a company name. However, try to provide context to the original conversation, such as using the original subject line or unique case ID/ number, so there is no confusion or miscommunication.
This email should also state what will happen to their issue if the email is not responded to within a specific period.
One of our loyal readers, Lorie, left a comment asking me how she can follow up with a customer who has signed up to the freemium version of their product but has not yet subscribed to a paid plan.
For companies that attempt to convert freemium users into paying customers, you know this can be tricky!
Approaching any customer and asking for payment is delicate. But, if you don’t ask, then they may never become a paying customer and you lose out of new revenue. But if you are too aggressive with the ask, then you may scare the user off for good!
That’s why we have created the “Join us” template.
The “join us” template is a great way to follow up with a user who you haven’t communicated with recently. It’s a way to check in with them and offer assistance, should they need it. However, it also doubles as a way to get them to subscribe.
The second half of the follow up email is a suggestion to “join” your community/ customer base. By sending this email, you remind the user that there is a premium option of your product or service and emphasizing the benefits of what they get when they become a paying customer.
So, when to send this email?
Ideally, this email should be sent 3-6 months after a user has signed up and only be sent to users who are not on a paid plan. To increase the likelihood of converting them into a paying customer, I would segment this follow up email even further and send it based on active/ engaged users.
Apple is renowned for being a customer service leader (scoring 93 out of a score from 100).
So, when I reached out to their customer service team recently I had high expectations.
Of course, Apple being Apple, not only did they meet my expectations, but they far exceeded them!
Do you know what made their service so great?
The follow up email(s). That’s right, plural!
Within two days of contacting their customer service team, Apple had replied to my support request and followed up with my email as I hadn’t had time to respond.
Yes, they followed up with me. It’s Apple who sent a follow up email after no response!
But, Apple didn’t stop there.
Best in class customer service goes above and beyond the norm.
Once I responded, thanking them for handling the issue quickly, they followed up again – to thank me for being nice.
How amazing is that?!
It’s hard to top this kind of service!
If you want to transform your customer service procedures and impress your customers, then start sending a follow up email to them. This simple, yet effective strategy is only used by 3% of all companies – representing a huge opportunity to gain a competitive advantage – and one that should not be missed!
Use these 7 follow up emails for inspiration:
These different types of emails have been created for specific points in the customer journey.
Best of all, using these follow up templates will not only help you keep your existing customers happy, but it’s a great way to stand out against the competition and generate business from potential customers.
For more customer service templates, download our free guide – 7 email templates for better customer service.
Thank You Letter to Show Customer Appreciation Customer service departments can be the backbone of a business, the department that.
Mr. Albert Roosevelt
1319, South Avenue Apartments
Customer Relationship Officer
C & G Associates
Sub: Letter of appreciation
Dear Mr. Roosevelt,
It was a pleasure to have an association with a customer like you. I truly appreciate your trust in C & G Associates. It is because of your reference that we have got so many trustworthy clients. The entire team appreciates the way you speak to them whenever you visit our outlet. Your way of giving respect to everyone has made you special in everyone’s heart.
Though you are a regular client with us, still if you feel that we need to improve in any sphere, please feel free to call me or email me. It would be a privilege for us to work as per your suggestions.
As a small gesture, I am attaching a discount coupon of Flat 40% on your next purchase. I wish that we should come up to your expectations whenever required by you.
To Whom It May Concern,
Hello. My name is Rose and I am a frequent shopper at Ann’s Fashionable Clothes Store. I just wanted to take a minute to let you know what a fantastic job your sales ladies do every time I shop at your store.
Every time I go into your store to see types of new clothes you have for sale your sales ladies are always so warm and friendly. They always immediately stop what they are doing and say hello to me as I walk through the door. As I shop they do not hover or pester. Yet they are always nearby if I ever need a hand grabbing something off of a high shelf or if I ever need clothes in another size. They never act annoyed irritated or too busy to help me like the sales ladies sometimes do at other stores. Instead they are always so friendly and eager to help me with anything that I need.
Whatever you are paying these ladies you should double it. They are doing a fantastic job and they are the reason I will keep coming back to your fine store again and again.
Customer service is one of the most powerful factors that affects Keep reading, and you will learn how to write customer responses that will keep your clients satisfied, even It not only affects the conversation to follow, but also forms the loyal customer;” “We've received your request;” “Your letter is very.
Putting yourself in customer’s shoes can really help you to empathize and keep your customer responses genuine and honest.
Customer service is one of the most powerful factors that affects loyalty and sales. Providing great customer support might seem easy in theory, but it is actually pretty challenging in practice.
Each customer you interact with is different. Emails they get might be the only method of communication they have with your company. And while it is a daily routine for your support team, receiving a response from you is a unique experience for customers, which determines whether they will continue buying from you.
So if you don’t want to lose your customers and your money (as companies lose approximately $62 billion due to poor customer support), your clients’ satisfaction should be your number one priority.
Keep reading, and you will learn how to write customer responses that will keep your clients satisfied, even when faced with troubles with your products and services.
In order to build trust and satisfy customer needs, one needs to learn how to adapt the language and writing mannerisms utilized by customers when writing responses.
Choosing the right tone is a crucial step for any customer service specialist. It not only affects the conversation to follow, but also forms the impression that your company gives them.
Report by Software Advice states: 65% of customers admit that responding too formally doesn’t help in establishing reliable communication. Speaking informally helps to put customers at ease, and almost always makes a good impression.
Keep your tone friendly, but not overly so – keep away from slang and familiarity, and understand that while cordiality is expected, this is work, not a casual conversation with your friend. Remain friendly in every situation, and your very best to stay polite and courteous, even if your client becomes aggressive or offensive.
You must also keep your messages free from grammatical errors – consumers will not trust a consultant who does not write well.
It’s essential for customers to know that they are speaking to a real person, and that their problems are understood and can be resolved.
Empathize with a customer’s feelings. The best thing you can do while writing a customer response is to show that you understand why he or she feels the way they do, and that they have every right to feel that way.
Mention a personal experience. This is not about telling your personal story. This is about you empathizing with the reason behind your customer’s indignance. For example: “I know how waiting for a package can be challenging. If I were you, I would feel the exact same way,” and so on.
Take responsibility. When consultants use the word “I” instead of “we”, it gives personalizes customer responses, and shortens the distance between a customer and a support specialist. The pronoun “we” sounds too formal, and implies communication with a group of people who represent a big corporation.
For example, “I will keep you up…” sounds much more personal than, “We will inform you…” The more customers feel that they are communicating with a real person, who is responsible for helping them, the more they trust that communication.
Personalize. Greet your customers by name; thank them for their queries, and assure of how you will try to solve their problems as soon as you can. Personalize your messages and try to avoid promises that you can’t keep.
Avoid cliches. The way you end your letter is also very important. Adding your name and even a picture will help a lot – for example: “Warm regards, Calvin Dodson.” It’s better to avoid phrases, like: “We appreciate your patience;” “Thank you for being our loyal customer;”“We’ve received your request;”“Your letter is very important to us,” as they make you sound robotic and can frustrate your customers.
Nila Towstone, the head of the customer support team at EssayTigers, shares her experience:
“Once we had a case when a person closed a chat with the message: ‘I would rather speak to a real person.’ It was frustrating because they were speaking to a real person. That was the moment when we realized that the tone of our consultants might be confusing to clients who don’t see them sitting in front of the screens in our office. Since then, we try to avoid cliche phrases and spend a lot of time training our consultants to hold the right manner of conversation.”
Phrases you use in your text play a significant role. It is known that certain words highlight your empathy and make the text more trustworthy.
Words with -LY ending tend to make the words following them more persuasive and truthful. It’s a little trick typically used in marketing.
Positive words, like “marvelous,”“excellent,” hold a more informal tone and make your customer responses sound more optimistic and upbeat. They are commonly used in positive scripting – establishing communication with customers in order to guide them toward a certain action or mood.
Powerful phrases to use in your emails may include:
Words and phrases exist that can make your emails sound accusatory. A person who might receive such email may feel angry or guilty, instead of feeling comforted and happy. Avoid words and phrases such as:
Pay attention to the way your customer writes to you – try to use the same language and tone. This is a common practice in psychology, as it helps to establish a rapport with the person you are speaking to.
No one wants to wait for customer responses for too long. That’s why the faster you can answer such email, the better. Research by Super Office shows that an average time usually takes up to 12 hours to satisfy customer service request, while most users expect a response in one hour or less.
These statistics give us a better understanding of customers behavior and why 84% of consumers are not satisfied with their latest interaction with customer service support.
So, keep it in mind how the time it takes you to respond to a customer is just as important as what you write to them. Many companies use automated emails which help them communicate with clients.
Typically, this type of email is used to let customers know that your company has received their emails, and will work on solving issues as soon as possible. Automated emails have obvious advantages:
However, automated emails can’t be personalized as much as they should be, which is why they can’t substitute direct contact with a customer support manager.
Each entrepreneur knows that things can’t work smoothly all the time, even if you hire the best managers in the world.
Thus, deliveries may get delayed, items may be out of stock, or clients can be disappointed with the product quality.
Your team has to be ready for all sorts of complaints and begin apologizing for your mistakes. The ability to admit to mistakes, while keeping the clients satisfied, ensure companies maintain consumer loyalty in cases that could ruin their reputation.
Giving people more than they expect helps provide service that keeps customers’ loyalty and decreases the influence of previous negative experiences on the overall impression of a brand. If, for example, a person needs an item that is out of stock, put a link to a similar product on your site, or inform them about when this product might be available again.
The easiest way to support your apology is to provide discounts, coupons or free products. According to a study by the Carey School of Business, offering compensation (refund, certificate or discount) will increase satisfaction levels from 37% to 74%.
When consumers contact you and discuss certain issues, they only really want to know when their problem will be solved. Commonly, they are not interested in the actions you will take, they simply want to get a service or product they were expecting.
The results are more important than the reasons. There is no need for you to explain why an issue occurred – do what you can to solve the problem instead of talking about it.
That’s why you should be as much specific as you can be about time frames. For example, when a person needs a refund for a product, all you should give them is time frame around when they should expect their money.
“Your refund will be deposited in 3-7 days” is much better than “Your refund will be deposited soon.” Provide verified information and make sure to keep up with the customer till the problem is resolved.
It’s important to understand what you’re apologizing for, as well as what has your client angry or upset. Putting yourself in customer’s shoes can really help you to empathize and keep your customer responses genuine and honest.
Customer support is all about keeping customer loyalty by all means.
While attracting new clients is important, retaining customers is crucial. To keep customer loyalty, customer care managers should follow certain standards, such as remaining polite and friendly no matter how a client acts and doing everything possible or impossible to satisfy client needs.
If you want your service-based business to prosper, you should put in much effort to teach support managers on how to communicate with clients effectively.
Learn how to write effective thank you letters to your customers that will You Letters to Your Customers to Show Them You Care (With Examples) how to show appreciation by sending a customer thank you letter that will.