Customer support is an important part of any business. When a customer has a problem or question, it is important to be able to provide them with a quick, clear, and accurate response. In this article, we will discuss some tips on how to improve your customer support writing skills.
## Key Takeaways
In this section, we’ll discuss the following topics:
– How to write a good response to a customer
– What to avoid when writing a response
– Best practices for responding to customer support emails
## How to Write a Good Response to a Customer
When responding to a support email, it’s important to write in a way that is clear, concise, and to the point. It’s also important to make sure that you are responding to the specific question that the customer is asking. This will make it easier for the customer to understand what you are saying, and it will also make it easy for them to follow up with you if they have any additional questions. Here are some things to keep in mind when writing your response:
1. Make sure to respond to the question that was asked in the email.
2. Keep the response to one or two sentences at most.
If the response is longer than two sentences, it can make it difficult for the reader to follow your thought process. It can also make the response longer than it needs to be, which can be a turn off for customers.
3. Write in the first person. If you are writing in the third person, your response can come off as impersonal. This can make customers feel like you don’t care about them as a person, and this can make them feel like they aren’t important to the company.
4. Write your response in the present tense. If your response is written in the past tense, it will make the customer feel as if you are speaking about them, rather than speaking to them.
Here is an example of a response that was written in a clear and concise manner:
“Thank you for reaching out to us. I understand that you would like to receive a refund for your order. Unfortunately, we are unable to provide you with a refund at this time. We are sorry for any inconvenience this may have caused you.”
## What to Avoid when Writing a Response
There are several things that you should avoid when responding to support emails. Here is a list of some of the most common mistakes that are made when writing support emails:
1. Responding to emails that are not related to the issue at hand
2. Not responding to emails in a timely manner
3. Not following up with the customer
4. Writing a generic response that doesn’t address the issue
5. Writing an email that is too long
6. Not including a clear call to action
7. Not addressing the customer by name
8. Using the wrong tone of voice
9. Using too many exclamation points
10. Writing in the passive voice
11. Writing too much about yourself
12. Writing about the customer as if they are a child
13. Making assumptions about what the customer wants or needs
14. Asking the customer for too much information
15. Not listening to the customer’s feedback
16. Not giving the customer the benefit of the doubt
17. Not acknowledging when you made a mistake
18. Not providing the customer with a solution
19. Not apologizing when you make a mistake
## Best Practices for Responding To Customer Support Emails
The following are some best practices that can help you improve your response writing skills:
1. Write a response to every support email that you receive. This way, you will have a record of your responses, and you can refer back to them in the future if you need to.
2. Always respond within 24 hours of receiving an email. This is the standard response time for most companies, and if you do not respond within this time frame, you may be seen as unresponsive.
3. When responding to an email, make sure to include the following information:
– The date and time that you responded to the email
– The name of the person who sent the email to you
– A brief description of the issue that the email is related to
– A link to the page where the customer can find the answer to their question
4. If the customer has asked for more information, be sure to provide that information in the response.
5. If a customer asks for more than one thing in their email, respond to all of their requests in the same email. For example, if the customer asks you for a refund, and they also ask for a discount on their next order, you should respond to both of these requests at the same time.
6. Never make assumptions about a customer’s needs or desires. You should always assume that a customer wants what they ask for, and that they are looking for a solution to their problem.
7. Be sure to thank the customer when you respond to their support email.
8. Always include a link to your company’s FAQ page in your responses.
9. When replying to a question that has already been answered, don’t re-answer the question. Instead, make a note of the answer that you provided in your response, and link to it in your next response. This allows you to keep your responses to a minimum.
10. Never copy and paste an entire response from one email to another. This makes it very difficult for a customer to follow the flow of your response.
## Sample Responses
Sample responses can be found at the end of this chapter. You can use these responses as a starting point for your own responses, or you can use them to get an idea of how you can respond to customer support emails in the most effective way possible.
## Writing a Blog Post
Writing a blog post is a great way for you to share your knowledge with the world. Blog posts can be used to share information about your company, your products, your industry, or anything else that you want to share with your customers. Blogs can also be used as a way to promote your products and services, or they can even be used for marketing purposes. The key is to make sure that your blog posts are informative, interesting, and useful.