When interacting with your customers, it's always best to follow a set communication channel etiquette. This lets you to create a positive experience for them, which is essential for building and strengthening people's trust. To optimize conversations, here are etiquette guidelines for establishing better customer relationships through email support.
1. Greet and address the customer warmly.
The first couple of minutes people spend reading your email is crucial. The way you approach your customer could either result to a positive or negative impression. Using a warm greeting together with the customer's name can put the recipient at ease and therefore will take you smoothly to the next step of the customer service interaction.
2. Use a tone of voice that reflects your brand's values.
Make sure to sound friendly, but maintain a professional tone. Use the same tone of voice that your company adopts across all its digital channels. Avoid negative words, and always keep your target audience in mind to help you write an email that fits your customers’ persona.
3. Control the situation and remain calm.
Stay tactful when responding to angry emails. Your objective here is to not exacerbate the issues and appease the customer. When you can look at the situation calmly, you'll have a better grasp of the complaints. You must be responsible in dealing with your customers. Otherwise, their negative reactions, which can quickly go viral on social media, can taint your company's image.
4. Respond promptly.
Don't leave your customers hanging for days. Make sure that you answer their emails within 24 hours or even less. If you can't get back to a customer immediately, let them know that you've received their message and are doing your best to resolve their concerns as soon as possible.
5. However, remember to take a breather.
Be quick to reply, but take a breather when needed. Receiving complaints can easily affect your mindset, mood, and, by extension, the way you relate with other people. As such, it's advisable to steer away from complaints until you're certain that you can answer these emails in the most professional way.
6. Acknowledge the customer’s emotions.
Don't take things personally. Understand that the customer may be experiencing a bad day. The best way to resolve their concerns is to empathize with them and pay careful attention to what they're saying. Clarify the customers' issues by paraphrasing how they described the situation, then sincerely apologize for any inconvenience they've experienced with your company’s products or services.
7. Refocus and answer the question.
If your customer raises several concerns in one email, steer the conversation and figure out the actual problems at hand. This is the reason why customer service reps must be analytical thinkers. Having the skills to break down complex tasks into manageable parts allows you to evaluate problems and offer a systematic solution to all types of customer issues.
8. Thank the customer and always offer extended assistance.
This lets your customers know that you are willing to reach out to them and that you are grateful for their trust. Always end your email with a positive note by thanking your customer and offering further assistance. This will allow you to build trust and lasting customer relationships.