Writing a good support email depends on getting the basic email etiquette The customer is using your product/service and cares enough about it to write to.
When you are sending emails day in and day out, it’s only natural for some emails to miss the mark. Maybe you sent the wrong link to someone or addressed someone by the wrong name. These are issues that can be easily fixed with a simple check-list. After all, writing a good email depends, a lot, on getting the basics right. Let’s look at the 6 main checks you need to do before you hit ‘send’ on a support email.
It’s a good practice to call a customer by their name. If you do not know their name, a friendly “Hi there” will do. But do start your reply with a semi-formal greeting, no matter how burning the issue is. It sets the tone that you are calm enough to handle the issue no matter how the customer is feeling.
The customer is using your product/service and cares enough about it to write to you. So, whether it’s a complaint or a how-to question, they have taken an interest in your company and that should be met with gratitude.
A simple thanks will make them feel valued and help them understand that their thoughts are welcome. But say it only if you mean it.
No matter how great your email is, the primary goal of the customer is to stop talking to you. That is, they want to get an answer and move on. So the main customer service skill is to always value your customer’s time and give them clear answers to all their questions in one go. If you need more time to answer some of their questions, then go ahead and say it. Don’t make the customer feel like you did not read their full email.
Some customers are calm and composed when they write to you. But some are frustrated and angry customers. It’s natural because what might seem like a simple problem to you is actively preventing them from getting what they want.
So if they sound anxious or sad or angry or frustrated, go ahead and address it, and reassure them that you are doing everything you can so they don’t feel that way. If there is nothing you can do to help, you can still address it and tell them that you are sorry that they feel that way. Ask them if there is anything you can do to help. A simple acknowledgment will show them that you care.
This check is mainly applicable to tech support questions. Before telling them to refresh the screen or try from a different browser, try it on your side. Maybe the solution was given to you by some experts on the team, but you don’t want to find out from your customers when it’s not working.
Blunders pull you down. It’s hard to look like an expert problem solver when you overlook the little things. So make sure you check spelling errors. You can use tools like Grammarly for this purpose or even Microsoft Word. For things more than spelling, if you are not confident about the grammar, just show it to your closest grammar-nazi colleague and get their input. Similarly, if you are sending a link or a code, make sure they are working. And always check to see if you have attached the document you promised to attach.
There you have it, the 6 checks you need to do to make sure that your support email to customer is good.
Example scenario: A customer is asking for a new feature that can be built
Example scenario: A customer is asking for a feature that is not on your roadmap
Example scenario: A customer is asking for a feature that is not on your roadmap
Are there any other checks we have missed out? Let us know in the comment section.
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How to Write a Compelling Customer Support Email Hello,I just signed up yesterday for a paid account with your service, and I found out.
(imported from the old boards)
1. Always address the customer by their title. It’s “Dear Mr. Smith”, NOT “Dear Frank” or (worse) “Dear Buyer”. ALWAYS use their Title. ALWAYS. Mr or Ms or Dr. It’s presumptuous to use “Dear Frank” in a business letter, unless it’s someone you know. You have no idea of the age of your buyer, and many many will resent a first name addressing. You cannot go wrong by using Dear Mr or Ms or Dr So-and-So. It sets the right tone from the start, and makes you look professional.
2. Always begin with "Thank you for your recent purchase of , we appreciate your business." They are giving you money, show them you appreciate it!
3. Address the issue succinctly. If it’s a problem (whether you caused it or not), show sympathy. “I’m so sorry for the delay in the arrival of your package, I know how hard it is to wait for something you are looking forward to receiving”. Explain, don’t blame. Putting off the blame on USPS is tempting but pointless. No, you don’t control USPS but that doesn’t mean this isn’t your problem. If your customer has a problem, it’s YOUR problem, regardless of how the problem happened. You can explain timelines, etc. but don’t say the ol’ “Hey once USPS has it is not my problem”. WRONG–it IS your problem, if it’s your customers problem.
4. Provide as much information as possible. “Your package was shipped via Media Mail on date xxx from zip code YYY. The latest scan shows it at ZZZ. Media Mail can take 10-14 business days. 14 business days from the shipment date will be QQQ.” Don’t make them do the work of figuring out when 14 business days is, give them as much information as you can.
5. Always give them options or solutions. “If the package hasn’t arrived by date QQQ, you can do (A, B or C, whatever they are)”. or “I’m so sorry to hear your package was damaged in transit. You can do A or B or C.” ALWAYS OFFER OPTIONS. Provide links to the options. Never assume they know where the AtoZ link is, or where they can check DC status. Give them the link. Give them the info.
6. Thank them again at the end. “Thank you for your business and your patience.”
7. Use Sincerely at the end, then your name, and your business name. A proper closure is just as important as a proper salutation.
This is not rocket science. You don’t need to be overly verbose and def. not overly emotional. I am consistently amazed how many sellers can’t seem to master these basics. “A gentle word turneth away wrath”. Truer words were never spoken. Good customer service is PART OF YOUR JOB HERE.
Even bad news can be delivered this way:
"Dear Mr. Buyer,
Thank you for your purchase of The Book. I am so sorry that you discovered that you did not purchase the volume you desired. You may return The Book in a padded envelope via Media Mail to:
As soon as we receive The Book in as-shipped condition, we will be more than happy to refund your purchase price.
Thank you again for your business.
Your Amazon Seller"
Note that this email does not say I’m paying them to send the book back, nor am I refunding their original shipping. But it’s still polite and sympathetic and offers a solution. I don’t care if you FEEL polite or sympathetic. But WRITE polite and sympathetic. Trust me, it will only help you. Never take the “sorry, not my problem” attitude.
No one is suggesting you be a doormat and lay down for no reason. But a few well thought out and well chosen words can serve you well. Even bad news goes down easier with a spoonful of sugar. “Do unto others”. Treat them as you would like to be treated.
(Can you tell I just had a customer vent to me about his lousy treatment in email from another Amazon seller?)
Edited by: bujoldfan on Mar 2, 2012 7:53 AM
Here are useful tips that will help you to quickly write a Cancellation Letter. A cancellation letter is basically a form of communication to inform a service provider, and PDF); 4 Sample Cancellation Letter Sample, Email and Example/ Format.
Date: 27th March 2017
Mr Tim Paltrow,
123, New York,
Subject: Regarding the cancellation of cable subscription
Dear Mr Paltrow,
I, Roger Stark, who is an active subscriber at Netflix Inc. would like to discontinue from all of its services by the end 0f this month, i.e., 27th April 2017. The sole reason for this particular discontinuation is that the charges that I have to bear are too high for the inferior quality of cable connection. Also, most of the time the channels do not stream in an HD quality which makes it difficult for me to continue with the ongoing services.
Henceforth, I have decided that I would no longer require the services provided by Netflix Inc. I am, as a result of this, enclosing a demand draft worth Rupees 6000 with this letter to remove all my pending payments.
I request you to send me a letter of acknowledgement and also the receipt for the cancellation of my subscription. If there are any further notifications, I can be contacted via email at [email protected] or can be even reached on my mobile 8960654681.
Thank you for your patience. I hope to hear from you soon.
Learn how to write support emails that your customers will love. You'll want to cancel it and get that refund headed to them all at once. Ticket. Hi! I forgot to cancel my . Bad. Hello,. I'm sorry for the inconveniences with our phone service.