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You don't have to always reply with an answer, you can also reply with a question. If you can't understand or need more info, ask.It's what you know for sure that just ain't so.” Make sure you fully understand the situation before hitting “send.” For example, if a customer is having a problem with a new feature you haven’t learned yet, consult a product expert on your team to get the rundown. Mark Twain once famously said, “'It ain't what you don't know that gets you into trouble.

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They may not always be right, but this approach will help you address customers genuinely - and they’ll remember that. But offering excellent service means taking a step back and putting yourself in your customer’s shoes. This can often be hard to do when reading aggressive (or passive-aggressive) messages. Sometimes this might mean reading between the lines and intuiting problems not specifically documented. Do they have an issue or a question? Are they frustrated or concerned? Be sure to understand what they’re saying and where they’re coming from. Hold off on replying until you’ve carefully read what the customer wrote. Before responding to customers via any channel, make sure you’ve:

That’s why we wrote these customer service email templates for you, based on 15 different scenarios, so you can choose and tailor them as needed.įirst, here’s some advice on how to write customer service emailsĮvery great act of customer service has a few key things in common. Instead, they can use customer service email templates to cut response times and provide consistent service.īut, building a library of templates that is both effective and easily modifiable takes time in itself. Agents don’t need to reinvent the wheel for every question about pricing, software set up, troubleshooting, or any other common problem. Customer service agents respond to a wide range of queries – but thankfully, most questions aren’t unheard of.