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Receiving and replying to emails is often a big part of a Customer Service professional’s day job. In this always-switched-on digital age many folks refuse to pick up the phone or visit the shop, opting instead to send a message through cyber space.
This means if you’re aiming for a top customer service role from s1jobs, you need to be at the top of your game when it comes to emails.
Here are our top five tips to help you avoid those embarrassing hiccups.
Include a greeting
Whether it’s customers seeking advice about products and services or clients negotiating business transactions, everyone likes to get a speedy response. Cutting to the chase for them is great but not addressing someone by name in every single email can come across as curt or even rude. And make sure to spell the person’s name correctly and with the proper title.
Check the recipient
Oops! You wanted to forward a complaint to your manager but instead you hit the reply button – but not before adding a few less than flattering comments about the customer before hitting send. Always check the recipient box before firing off an email. If it’s too late, see our next top tip!
Send an apology
We’re only human and everyone can make a mistake. But the best thing you can do is to very quickly fess up! Admitting your error, correcting it and sending an apology shows not only honesty and accountability but it will make you much more human to your customer.
Focus only on solutions
There may well be a very funny story why a delivery ended up in Wicklow rather than Wick but what makes a customer smile is telling them how you’ve already rescued and re-routed their midge repellent. When drafting any customer service email, bear in mind the customer has only one desire: to have business taken care of.
Don’t be overly familiar
Starting off an email by addressing someone by their first name is a big no-no. This may be fine if, over a series of emails, it’s perfectly clear the customer is okay with being called Shug. Otherwise stick to Dear Mr Brown. It keeps everything business-like and professional.
For the latest Customer Service vacancies get on to s1jobs . . . then send an error-free email to your potential new employer!