A fresh approach to customer engagement



9 Email Templates for Common Customer Service Scenarios?While email writing is a common form of communication across several facets of everyday life, they are particularly critical when it comes to customer support. Your support team will come across a variety of scenarios and need to offer quick yet personalized responses.?The problem is that most companies either offer immediate auto-replies which signal that a human has not yet taken a look at your email, or risk having consistent delays if an agent needs to respond each time.?However, both of these can be avoided by setting up templates for common and repetitive customer emails so that your agents can quickly choose from a bank of options, personalize a couple of details, and revert to the customer in a timely, yet personalized manner.??Here are 9 email templates for common customer support scenariosScenario 1: Responding to an angry customerWhen customers are angry, it's very important to apologize right off the bat and own up to the mistake. Follow this up with a clear explanation of what went wrong.Template:?Hi [Customer Name],We are extremely sorry for the trouble this has caused you. [State the reason/explanation for what went wrong]. We are doing everything we can to see to it that your issue is resolved within the next [State the ETA]. This is not the standard of service we like to set and we are also putting in measures to ensure this situation does not happen again.Please feel free to contact us for any further queries.Regards,[Service Rep Name][Company Name, Phone Number][Website Address]---------------------------------------------------------------------------------------------------------------------------Scenario 2: Customer appreciates youIt's always a great feeling when a customer expresses their gratitude. By writing an acknowledgment email you make sure the customer knows how important they are to improving your support.Template: Hi [Customer Name],Thank you so much for your valuable feedback! We’re very happy that you loved the experience, and appreciate the time you took to [send us a note/complete our survey]. As a company, we strive to do our best to make customers happy and this motivates us to keep on improving!?Regards,[Service Rep Name][Company Name, Phone Number][Website Address]---------------------------------------------------------------------------------------------------------------------------Scenario 3: Canned response to ticket creationSometimes, the volume of tickets can be overwhelming, and personalizing each email could cause critical delays. In this case, sending an automated response registering the receipt of the complaint, and a promise to have a human reach out will suffice. Here’s a short message you can create as a canned response in your helpdesk for every ticket that is generated.Dear [Customer Name],We would like to acknowledge that we have received your request and a ticket has been created. A support representative will be reviewing your request and will send you a personal response.You can view the status of the ticket here:[Link to ticket]Thank you for your patience.Regards,[Service Rep Name][Company Name, Phone Number][Website Address]---------------------------------------------------------------------------------------------------------------------------Scenario 4:? EscalationEscalations are another common scenario where an unhappy customer demands to speak to a superior as they are unsatisfied or displeased by the support they have received. Take care to prioritize these emails and immediately communicate how seriously your team is taking the situation.TemplateHi [Customer Name],?We are extremely sorry that we have not provided a satisfactory answer or resolution to your query, we deeply regret any inconvenience this may have caused. Please be assured that this is a high priority issue and we are working to completely resolve this at the earliest.?We have also CC'd our senior manager [Name of manager] in this mail and [he/she] will contact you shortly. We will do our best to avoid these situations from occurring in the future.Please contact us if you have any further queriesRegards,[Service Rep Name][Company Name, Phone Number][Website Address]---------------------------------------------------------------------------------------------------------------------------Scenario 5: Return requestReturns are very common in industries such as e-commerce and retail.? While every company might have a different policy, creating a template for simple and uncontested returns will help reduce ticket volumes in an effortless and efficient manner.?Hi [Customer Name],As per your request, we have initiated a return for your item in our system. Once we receive the product, you will be refunded the amount which will be credited into [Based on how the customer paid, mention the bank account/credit card, etc] in the next [days range] business days.?Kindly follow these simple steps to return the item:[Replace below with your respective process]1. Print the shipping label provided in this email2. Kindly re-package the product and attach the label3. Courier the package to this address: [Mention the address], via your nearest parcel service [P.O, Speed post, etc]You can read our complete ‘Returns and Refund Policy’ here: [Link]We will continue to improve our inventory of items to better suit your needs in the future.?Thank you for shopping with us and we hope you consider us for your future retailing needs.Regards,[Service Rep Name][Company Name, Phone Number][Website Address]---------------------------------------------------------------------------------------------------------------------------Scenario 6: Refund requestRefunds are another common scenario that most retail and e-commerce companies come across. They can happen for several different reasons from the wrong amount being charged to not being satisfied with a product. Using a template helps you focus on processing the amount and assures the customer of a swift resolution as well.?Dear [Customer Name],We have received your request for a refund on the purchase of a [item name]. This falls under the required criteria of our refund policy and we are more than happy to refund the amount in full.Your amount will be credited into [Based on how the customer paid, mention the bank account/credit card, etc] within the next [no of days] business days.?We hope you consider us for your future purchases.Regards,[Service Rep Name][Company Name, Phone Number][Website Address]---------------------------------------------------------------------------------------------------------------------------Scenario 7: Feature RequestWhen a customer is asking for a feature, it should be considered a very important piece of information. It means that the customer is facing some sort of limitation with the product/service. Mention a workaround the customer can use until the product team comes back with an update. It's also important to follow up with the customer once the feature goes live.?Template:?Hi [Customer Name]We appreciate your feedback on the use of our [product/service].[If there is a workaround]: While this feature is currently unavailable, there is a workaround you can use to solve for the same. [Either mention the workaround or link to a support page which has the steps for the workaround][If no workaround]: While this feature is currently unavailable, we will convey this request to the product team and see if there is a possible workaround. If not, rest assured, we will recommend this as an action item on our product roadmap.Sincerely[Customer Account Manager name]---------------------------------------------------------------------------------------------------------------------------Scenario 8: Scheduled Downtime:Scheduled downtimes are a common occurrence for software products & services. A proactive email to customers giving them notice of the same is the standard procedure.Hi [Customer Name],We wanted to let you know that our product/service will be unavailable from [Mention date/time range] to [Mention date/time range] because of scheduled maintenance activity. During this time we will be [Mention activity that is causing downtime]. We apologize for any interruption or inconvenience caused.?If you have any queries please do contact us.??Thank you for your understanding,[Service Rep Name][Company Name, Phone Number][Website Address]---------------------------------------------------------------------------------------------------------------------------Scenario 9: Unscheduled Downtime in serviceWhen there is downtime because of an unexpected issue, it’s easier to send bulk emails when you have a template on hand.?Template:?Hi [Customer Name],We regret to inform you that our [services/Products] is temporarily unavailable due to an unexpected server issue [Mention your reason for the issue]. We are very sorry for any interruption this causes to your work. Rest assured our engineering teams are working on this on priority and we will update you as soon the problem has been fixed.?You can also check the status here - extension or follow us on twitter [mention twitter handle] for live updates as we bring our services back online.Regards,[Service Rep Name][Company Name, Phone Number][Website Address]--------------------------------------------------------------------------------------------------------------------------- ................
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