Customer service skills are just as important when sending or replying to email as they are on the phone or in face-to-face interactions. A representative's online customer service skills can still make or break the customer relationship.
I'm not going to teach you any fancy CRM theories or guidelines. These are just a few small, simple, easy to adopt customer service skills to use when you are replying to your customers' email.
Customer Service Skills For Email
1. If the customer has provided their name, use it in your reply. A first name is preferable. I would always like to see "Hello, Dinsan. We have fixed this issue," instead of "Hello, Customer" or just "Hello."
2. Thank them! It's the best way to let them know that you are willing to help them and they are not a trouble for you. For the ending, I often use something like: "I hope you have a good day."
3. Treat them as you want to be treated yourself. You have expectations when you send in your own requests. Just keep those points in mind and your customer service skills will benefit.
4. What's the easiest way to make it friendly? Write as if you are sending an email to a friend - just don't make it too casual.
5. Can you make it any simpler? This often helps with customer service skills. Customers appreciate replies that are simple and to the point. My colleague Mike helped me here: "Usually customers complain that techs are too 'technical'," he told me. "Just put it in simple words, so that they know what they are doing wrong and how to correct the issue." Good online customer service skills include eliminating unnecessary and potentially confusing information.
6. Are you using a Quick Reply or Email template? Always edit them by adding something personal (customer name, issue-specific information) and remove the unnecessary parts.
7. Before you send the reply, read it through once as the customer would. This is another quick customer service skills tip that will help you make your reply simpler and easier to understand.
8. Are you forwarding or assigning a client's email to another department or person? Let them know why. It's always good customer service to keep them informed.
9. Is there a delay in answering your customers' email? Apologize and let them know that it's taking some time for you to process their request. If you can finish the work in one or two hours, simply give them an update and keep them informed about what you are doing. Let them know that you are trying your best for them.
10. Always remember that your customer service skills reflect on the entire company. A single customer service interaction with you can make a large difference in the way the customer views your company and your products.
