Part 2 will outline my greatest tips surrounding customer service and emails.
When a customer gets in touch with you via email address, the first thing they will notice is of course your email address. This should be professional and not your childhood email address mine was email@example.com - The solution to this is to purchase a professional email address for a few bucks for your domain name, for example: firstname.lastname@example.org, email@example.com or firstname.lastname@example.org - This not only portrays you as a professional company but also lets the shopper know what department they are contacting.
You can purchase cheap email addresses for your domain name through Google: Domain Email Addresses
Correspondence with a Customer
Talking to a customer is hard. I won’t lie, I struggle a lot trying to get my message across to a shopper, especially when the shopper isn’t happy. Here’s a quick list of rules that I stick to at all times when replying to a customer;
- If the shopper signs off with their name, then I always use it when greeting them. This creates an immediate connection between us. It also creates a basis for a more welcoming and friendly email.
- I always let the customer know that if they have any other questions they can get in touch:
- I always respond to my customers when my emotions are neutral. E.g. If I’m upset by what a customer has said to me, I will wait an hour or so to let my nerves calm down before replying. Replying to a customer with a heightened sense of emotion isn’t professional, or good for business and by sticking to this rule I can keep my emails friendly.
- We all need a break, whether that’s a 2 week vacation to the Caribbean or a few days to relax at Home in front of the fire. During this time, I’ve created an auto responder email to let my customers know we have received their message and when they should expect a reply. Leaving your customers in the dark not knowing if you have received their message is unprofessional, it also means they may contact you multiple times unnecessarily which will just clutter your inbox.
- Don’t ramble. It’s sometimes easy to wander off track when emailing a customer. Keep on track, straight to the point answers, whilst still keeping it friendly.
"Hello Mr Smith, Thanks for getting in touch."
Sounds better than:
"Hello, Thanks for getting in touch."
“If you have any other questions, please do not hesitate to get in touch.”
“If you need any further information regarding X Product, please let us know.”
“Our friendly support team are always happy to answer any and all questions that you have, so please get in touch if you need us”.
Our office hours are 9am - 5pm and we are currently closed. Your message is important to us and we will respond as soon as possible.
Part 3 talks about store returns and gives you some extra tips on how give customer service that extra wow.