Are You Being Empathetic to the Customer’s Situation?
Putting yourself in the customer’s shoes can be challenging sometimes, but it’s vital if you want to leave them with a positive experience. Convey that you appreciate where they’re coming from by rephrasing their request, question, or concern.
It’s especially tempting to shut down empathy when customers seem unreasonable or mean. But stick with it and find out what’s beneath each message or customer complaint. For example, you can look for any insights from past interactions or their initial customer intake form and reference them in your response.
Does Your Customer Service Have You Personalized
Email Give Them All the Answers and Resources They Need?
Any customer service operation that operates at scale is going to rely on customer service email templates to save time and increase their professionalism. Still, just dropping a standard, prepackaged answer on a customer rarely nurtures the kinds of customer relationships you want to build.
Templates are good, but they’re just a starting point. Make sure that you’ve given the customer all the information and tools they need to reach their specific goal or tackle similar issues in the future.
Response to Show You’re Listening?
Also keep in mind that templates are customizable tools, not complete solutions. Personalize your customer service emails to give them as much human touch email data and personality as your brand allows. This way, the customer knows they’re interacting with a real human and are also being treated like one as well.
Some quick ideas for how to do this:
Use your name and the customer’s name within the body they have an emotional connection to text
Repeat customer feedback so they know you’re actively listening
Tweak boilerplate language to fit the actual customer issue
Say, in your own words, how the situation will affect agent email list their workflow or day-to-day life (positive or negative)