Some people may feel stuck when writing an email for customer service (customer service). How to write a letter in the form of an email because usually correspondence is done on a piece of paper? What are the rules and protocols for contacting customer service? While writing an email for customer service should be tailored to the industry, region, and culture of the business unit you are contacting, there are some basic guidelines for writing an effective customer service letter.
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Part 1 of 3: Review Company Website
Step 1. Find answers
Before you start writing an email to a company's customer service department, it's a good idea to find out if the answer you want is already on the company's website. The uniform questions that customers ask companies are usually summarized in the FAQ (Frequently Asked Questions aka frequently asked questions) and help pages.
Usually, this page can be accessed through the company's website. Try scrolling to the bottom of the company's website and clicking on the links that say "Contact Us" or "Help" and "Customer Service"
Step 2. Look for the help page for the customer
If you don't find the link for customer service at the bottom of the site, try using the search box. Usually, on the web page there is a box that can be filled with text and has a magnifying glass symbol. Type in “customer service” or “contact” and press enter.
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Usually companies paste a text box on the “Contact Us” page that customers can use to write their complaints or comments and then send them to customer service as an email.
Check this page to make sure a copy of the email will be sent to you. If not, look up the company email address on the company website and send it to your personal email account. This way, you can save a copy of the email you send
Step 3. Use the search bar
Try to find the answer to your question first by entering keywords related to your question in the search box (the box you use to find company email addresses). That way, you can solve the problem without having to email customer service.
- This is important so that you look smart and build respect when you finally have to send an email. If the answers to your questions are already explained on the site, the customer service team will see you as spoiled and lazy. As a result, your emails are not taken seriously.
- Also check the FAQ section. Frequently asked questions are usually answered in the form of Frequently Asked Questions. This is why many sites have this page. Thanks to this page, the number of emails that go to customer service is drastically reduced.
Step 4. Review company policies
If you can't find an answer to your question on the search or FAQ page, we recommend visiting the “About Us” page or the return policy page. Scroll to the bottom of the site and check the links. Look for links that roughly answer your questions: About Us, Index, Credit Card, Product Availability, Return Policy, Privacy Policy, Terms of Use, and so on.
Even if you don't find answers on these pages, you will still find information that can be useful if you end up having to email customer service
Part 2 of 3: Writing an Email
Step 1. Decide if your email is a complaint or a compliment
Emails sent to customer service are not just complaints or questions. Maybe, you want to thank me for a great service. Most companies love receiving positive emails like this.
In fact, sometimes complaints will be responded to more quickly and directly if they are submitted by phone rather than by email. Emails are great for showing gratitude or asking questions that don't have to be answered right away. If your problem needs to be resolved as soon as possible, we recommend that you contact customer service by telephone
Step 2. Write a clear title of the letter
Make sure your title is meaningful and to the point. Your goal is to create a headline that easily grabs the attention of the customer service team so that it gets a quick response. Create a concise title, contain the gist of the email, and ask for a response.
For example, “Top-up Failed-Please Respond”
Step 3. Start with a greeting
Once you've written a solid email title, say hello to a customer service representative. Greeting is very important in correspondence to maintain politeness. You can simply write “Dear Customer Service Team.”
- Try including the name in your greeting. Small companies may include the name of the person serving as the company's customer service representative. Take advantage of this to create a personal and friendly email.
- You can end the greeting with a comma or colon. For example “Dear customer service representative,” OR “Dear customer service representative:”
Step 4. Apply standard letter writing
Maintain respect for customer service representatives by using standard letter-writing practices. Don't write only in uppercase, mixed-case, or script fonts. Just use standard punctuation, spelling, and capitalization when writing letters. This way, your email will be taken seriously.
Step 5. Maintain your politeness in writing letters
Use a polite tone, even if you are expressing a complaint or frustration. Your status as a customer will be more appreciated and responded to more politely.
Step 6. Identify yourself
After greeting the customer service representative, introduce yourself. Give your name and describe the status of your customer (eg a new customer or a repeat customer). Customer service representatives will want to maintain your loyalty. Where relevant, disclose your geographic location (e.g. for outdoor products or services).
Step 7. Be specific
Use specific terms in your email. Avoid writing “my product”, and describe the product or service in detail and why you sent the email. Describe the relevant incident so that the customer service representative can identify the problem. Giving information clearly at the beginning of the letter will prevent lengthy email conversations.
- Use the product URL (if applicable). Thus, the customer service representative can immediately understand the intended product.
- Include your booking ID as well as customer service representatives will usually ask for it. Through this ID number, your order is tracked and managed in the system.
Step 8. Ask questions clearly
Get straight to the point as you compose your email. After you've said hello and introduced yourself, start a new paragraph by writing down your problem or reason for sending the email, using the specific language described above.
Just ask what you want to know. If you're embarrassed to ask, remove those feelings from the email immediately. If you want to get a new product in lieu of a defective product, state it clearly
Step 9. Write a short paragraph
Make sure your paragraphs are not long. It's a good idea to have only one, two, or at most three sentences in a paragraph for easy reading. It also allows customer service representatives to quickly scan emails and determine their priority. If it contains a lot of text, your email will be placed on the lowest priority because the customer service representative doesn't have time to read it all.
Step 10. Close the letter with a signature
End the email with a sentence summarizing your request or compliment, followed by a greeting. You can close the letter with "Sincerely," but you can simply leave your greeting and email signature. You can also express your rush by saying "Hopefully I can get back to this email soon," or something like that,
The email signature is a short text containing your name, occupation, and contact information. You can set an email signature in the email settings options so that it always appears when sending a new message
Step 11. Do not include attachments
Try not to upload attachments in emails that are first sent to someone. Many websites have spam filters that prioritize attached emails so that your emails are sent to the spam box before they can be read.
- Of course, you must include an attachment if you are submitting a job application letter and are asked to attach your resume in a Word document.
- Do not include usernames, passwords, or credit/payment card information.
Step 12. Reread and check before sending mail
If the email has been written, do not immediately press the send button (send). You should review your letter and make sure there are no typos in it. Even if you're typing your email using a smartphone, the “sent from my iPhone” line is no excuse for grammar and punctuation errors to make your letter look more professional.
Step 13. Follow up
If you don't receive an email reply for several days, it's very likely that the email went through a spam filter or is stuck at the bottom of your inbox. Send a new email that offends your old one and ask if it was received.
Part 3 of 3: Maintaining Politeness
Step 1. Use correct grammar and spelling
Without realizing it, one part of maintaining politeness in correspondence is the use of good and correct grammar and spelling. Good communication will show respect to the recipient of the email and show that you are indeed a polite person.
Step 2. Demonstrate your education and knowledge
Don't come off as a geek, but show off your smarts with a good vocabulary. Also, if you've browsed the company's website and studied their policies, express this in the letter and also say that you couldn't find an answer to your problem.
Step 3. Don't joke
Letters sent to the customer service team should be taken seriously, at least in the first contact. Therefore, jokes and jokes should not be included in the letter. Joking will be considered rude and should be avoided when dealing with any form of business.
If you've been in frequent contact with customer service representatives via email, feel free to joke around a bit since you guys already know each other
Step 4. Express yourself without being harsh
Even if you are angry with the product or service provided, getting angry in an email will not solve the problem. Communicate your concerns respectfully and politely so they can be addressed effectively without sending a rude email.
Don't forget that you can't express emotions through writing. If you're very disappointed and need immediate attention, it's best to make a complaint over the phone because it's more effective
Step 5. Outline your loyalty and appreciation
Finally, convey how loyal you are to the company and how grateful you are for the service provided so that the customer service representative appreciates your email and responds more quickly.
