Many people don't know where to start when they need to email customer service. How do you write these letters in e-mail format, since they were once composed on paper? What kind of conventions or protocols apply for a customer service request? While the rules to follow vary by industry, region, and local culture, there are some common guidelines that ensure you create effective emails for communicating with customer service.
Steps
Part 1 of 3: Check the Website
Step 1. Search for an answer
Before you start writing an email to a company's customer service, you should make sure that the website does not already have the answers to your questions. Many companies post answers to common questions on their websites, usually on their FAQ or support pages.
You can usually find these resources by scrolling to the bottom of the site page and clicking the "Contact Us", "Help" or "Customer Service" link
Step 2. Find the customer service page
If you don't see a customer service link at the bottom of the website, you can find it using the search field. Often you will see a text field that can be typed in or a magnifying glass icon in the upper right corner of a company's website home page. Type in search terms like "customer service" or "contact", then hit enter.
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Companies often offer their customers a field in which to write an email and submit their comments or complaints on the "Contact Us" page.
Check this page to make sure you will receive a copy of the message; if not, search the website for an e-mail address that you can use with your personal client, in order to have a record of correspondence
Step 3. Use the search bar
Type the topic you are interested in in the search bar you used to find the customer service email address. Searching for the problem or question that interests you - you may find the answer without even having to send a message.
- This is very important to show your intelligence and have more respect when writing the email. If you ask for clarification on a topic that is already explained on the site, customer service may consider you a lazy and pretentious person, consequently unwelcome.
- Also check the FAQ. In many cases your question has already been answered and published as a Frequently Asked Question. That's why many websites have a similar page: to minimize the emails sent to customer service.
Step 4. Read the company's policies
If you do not find an answer to your question in the search bar or in the FAQ, you may receive more information on the company information pages or return policies. Again, scroll to the end of the web page and consult the available links. Search for any that may contain an answer to your question: Information, Index, Credit Cards, Product Availability, Return Policy, Privacy, Terms of Use, and others.
Even if you do not find an answer in those pages, it will still be useful to consult them because you will get more information about the company and it will be easier to receive the assistance you are looking for with your message
Part 2 of 3: Writing the Email
Step 1. Decide if it's a complaint or appreciation email
Not all customer service communications have to be complaints or questions. You may simply want to thank the support for a great job. Positive emails like these are welcomed by many companies, as are those that contain questions.
In some cases, it is faster to make a complaint over the phone rather than by email. A written message is great for expressing your gratitude or asking a question that doesn't require an immediate answer, but if you want an issue resolved as soon as possible, the best way is to call
Step 2. Write a clear object
Make sure it's meaningful and direct. The customer service manager will need to look at your inbox and notice your message right away so you can get a response quickly. Write a concise subject line that summarizes the content of the email and prompts the clerk to open the message.
For example: "The dog ate my life guarantee slippers - I require replacement"
Step 3. Start with a greeting
Once you've thought about the item, the next step is to say hello to the customer service manager. Don't start with the problem description right away. You wouldn't avoid greeting someone on the phone or in person, so don't text them. A simple "To the kind attention of the customer service of …"
- Try to find a name to include in your greeting. Some small companies may make the customer service manager's name public; using it, your message will become more pleasant and personal.
- You can end the greeting with a comma or a colon. To the kind attention of customer service, or To the kind attention of customer service:
Step 4. Follow the standard writing rules
Earn the respect of the person who will read your message by writing correctly. Don't just use uppercase, a mix of uppercase and lowercase letters, or weird fonts. Simply write using the correct punctuation, spelling and grammar. This will help you be taken seriously.
Step 5. Maintain a polite tone
Do this even if you are expressing your frustration or a complaint. You will be considered a more valuable customer and will likely receive better treatment.
Step 6. Identify yourself
After saying goodbye to the manager, introduce yourself. Write your name and explain what kind of customer you are, if this is your first time buying a product or service from the company or if you have had relationships in the past. Either way, the clerk will try to keep you a customer. If it is relevant, mention your geographical location (for example if the product or service is to be used outdoors).
Step 7. Be specific
Use specific language in your message. Avoid generic terms, such as "my product"; Instead, describe in detail the product or service you are referring to and explain the reasons why you decided to write. Describe any events associated with the problem so that the manager fully understands the situation. By offering this information in your first email you avoid a lengthy text conversation.
- Use the product URL, if available, so that the manager has a direct reference to your description.
- Also include the order ID in your message, as many managers will ask for it anyway. This identification number is the one that allows the order to be tracked and stored in the company's system.
Step 8. Ask clear questions
Get right to the point in your message and don't mince words. Once you've greeted the manager and introduced yourself, start a new paragraph explaining exactly what the situation is, using the specific language mentioned in the previous step.
Ask directly for the concessions you want. You may avoid making requests due to shyness, but you need to put it aside in your email. If you want something in exchange for a defective product, say so
Step 9. Write short paragraphs
Make sure you don't dwell on it. It is easier to read paragraphs of one, two or at most three sentences. Also, the manager will likely scroll through the message quickly to figure out what priority to give them and if yours is a huge block of text, they will likely leave it at the bottom of the list, because they won't have time to go through everything you have to say.
Step 10. Close with a simple signature
End the email with a closing sentence that summarizes your request or compliments, followed by a greeting. Closing with "Yours sincerely" is always a safe choice, but you can also avoid a formal greeting and enter your signature. You can also indicate the urgency with which you expect an answer by writing "I await an answer as soon as possible" or something similar.
An email signature is a short block of text that includes your name, occupation, and contact information. You can create a signature in your email client settings and configure it to automatically appear in new messages
Step 11. Don't add attachments
Try not to attach documents to the first message you send to someone. Many websites have spam filters that block emails with attachments, so your message is more likely to end up in the trash before it's even read.
- You should include an attachment if you are emailing a job application and have been asked to attach your resume as a Word document.
- Do not include usernames, passwords or credit card information.
Step 12. Read the message carefully before sending it
After writing the email, don't hit the send button right away - you need to reread it and make sure no typos interfere with the eloquence of your words. Even if you wrote the email using your smartphone, the automatic "sent from my iPhone" tag doesn't justify grammar or punctuation errors that make you look unprofessional.
Step 13. Ask for other clarifications
If you don't receive a reply after a few days, the message has probably been blocked by the spam filter or ended up in last place on the list. Send another email referring to your previous communication and asking if it was received.
Part 3 of 3: Be Polite
Step 1. Use the correct grammar and spelling
You may not realize it, but to maintain a polite tone it is important to maintain grammar. By being careful to communicate clearly, you show that you respect your interlocutor and that you are a polite person.
Step 2. Show off your education and knowledge
Don't be presumptuous, but show your education using good vocabulary. Also, if you've searched the company's website thoroughly and learned about its policies, mention that you did and still couldn't find an answer to your question.
Step 3. Don't mess around
An email that needs to be taken seriously isn't the medium for jokes and witty comments, especially if it's the first one you send. Such language can be considered inappropriate and it is not in your best interest to make a bad impression when dealing with a business.
Once you've developed a relationship with an employee through a series of emails, the jokes will be more accepted and understood
Step 4. Express your opinion without being aggressive
Even if you feel angry about how a product or service has been handled, letting it show in your email won't get the result you want. By communicating your problem with respect and courtesy, you will be much more successful than by using an aggressive or mean tone.
Remember that it is not possible to correctly express your emotions in a written text. If a problem has pissed you off or you want immediate resolution, a phone call may be the most effective means
Step 5. Talk about your loyalty and gratitude
Finally, explaining how loyal you are to a company and how grateful you are for the services it has offered you in the past helps you to grace the manager and get a response faster.
