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Writing Results-Oriented Letters: Customer Relations





The key to customer relations is forming a caring human relationship. While it may be easy to do that in person when we can share a warm smile, or even on the phone, when our vocal tone can convey understanding and empathy, it can be tricky to do via e-mail communication.

Without the benefit of body language and vocal inflections, in fact, our e-mails can be misunderstood, and can even backfire. Therefore, it is essential to follow some basic guidelines when you write customer relations e-mails.

Here are 10 tips for results-oriented customer relations e-mails.

1. Timing is everything. By the time customers write an e-mail about a problem, they probably already have exhausted a few other avenues. Let's say, they have gotten the wrong delivery of an item or the item is broken. They need help fast.

Whether you can handle their problem quickly or not, you need to respond to customer e-mails promptly. Consider a friendly, personal response to let the sender know you are working on it.

Here are two examples.

Hi!

We just received your e-mailed inquiry. We'll get back to you as soon as possible. For your records, your support ticket number is #123456. Please include it in any other correspondence about this matter.

Support Team

Or

Hi Angela,

Thank you for your order with us! This e-mail is to let you know I have received your message. I am working on resolving your issue, and I will back to you shortly.

Thanks again!

Chris Eastwood

Customer Support

While both are better than no response, the second one is more effective than the first. Here's why:


2. Clarify what the customer needs. Many customers write chat and e-mail messages quickly, and their points may not be as clear as we would like. Take the time to read the message over a few times to make sure you understand the problem.

If necessary, ask the customer a few questions. Like this:

Hi again Angela,

Thanks for writing to us on one our customer service hotline. I have read your request and I am happy to help. First, I want to make sure I understand your request. Am I correct in understanding that your unit's power light is blinking, but the screen is blank?

Thanks!

Chris

Chris Eastwood

Customer Support

After the customer responds, thank them for the updated information and let them know you are now working to resolve the issue. You can write:

"Thank you. That helps. Please give me a few minutes to check on that information for you."

3. Ask effective questions. When you ask a customer the right questions in an e-mail, you can achieve the same goals as a real conversation. Keep the questions you-focused for positive results. Here are a few examples:

What result would you like to see?

How can we make this right for you?

When do you need the replacement item?

4. Empathize with the customer. In quick forms of communication, we may look to shortcuts, such as emoticons, to express the emotions we cannot express in only the written word. However, emoticons give an unprofessional image – exactly the opposite of what your customer relations department is working to achieve.

How then can you show empathy and understanding to your customers? Some key phrases can be your best friends in these situations, and they are the same ones you might use in a conversation.



It is challenging to express emotions in written communication, especially fast forms such as chat. Here they are:

5. Show humility. Sometimes those of us who deal in customer relations feel that we must be on the defensive all the time. Let's face it, rattled customers can be rude, and we want to quickly diffuse the situation.

Sometimes, it's best to admit we don't know the answer to the problem, however. You can show humility by letting the customer know that this situation needs more attention and that you are seeking the advice of a supervisor.

Rather than give your customers information that may be inaccurate, write back with a brief explanation such as:

Thank you for your patience. I need to do some more checking to resolve this problem. I want to make sure I have all the latest information. I will check back in with you again in 15 minutes. Will that be all right?

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