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Edited by IngeborgK, Genius_knight, BR, Bibaco and 2 others

Answering customer emails is an important aspect of maintaining client loyalty and opening the door for future opportunities with those customers. In order to make the most of this particular type of communication exchange, it is important to make sure the response to each customer email indicates that the subject matter addressed in the original email was read carefully and that the answer is in direct response to the client's comments. Following a few simple steps will ensure the email does stay on topic and will meet the customer's approval.

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Steps

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    Read the customer's email carefully. Avoid the temptation to begin formulating a response before getting to the very last word in the correspondence. As you read the entire text, other insights may come to mind that will make it much easier to provide a truly constructive response.
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    Consider the questions or concerns that are both expressed and implied in the text of the client's email. At times, clients may be very direct in what they want to say, while at other times their words may hint at additional concerns. Make a list of what should be directly addressed and what issues may need further clarification before being able to provide answers.
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    Acknowledge the customer email as quickly as possible. While some companies use auto responders to quickly acknowledge receipt of emails, go one step further, and personally acknowledge the receipt. This is especially important if it will take time to gather the information necessary to adequately respond to customer queries, concerns or suggestions.
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    Set reasonable expectations for responding with answers. Many companies have a policy of answering emails within 24 business hours or less. Make sure your client knows when a reply can reasonably be expected.
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    Address each topic mentioned in the customer email. An easy way is to respond to each point in the same order as listed in the original email. This will often make it easier for the client to quickly relate the responses to his or her comments, since the flow of answers is in sync with the arrangement of the customer's text.
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    Ask clarifying questions. Should any comment expressed by the client be unclear in some manner, pose questions designed to obtain more detail. Avoid phrasing your questions so that simple yes or no responses are likely. Ideally, you want enough detail in return to fully answer address any remaining issues that are on the client's mind.
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    Offer solutions. Even if a client wants something that cannot be done, don't just respond in the negative. Also include what solutions are available to address the underlying issue. Ultimately, clients are more interested in what providers can do rather than what they can't.
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    Thank the customer for the email and its contents. This is true even if the email was a long and detailed complaint. When a customer takes the time to send an email, it means he or she is giving you the opportunity to overcome obstacles and strengthen the relationship. Make it clear that whatever the nature of the text, the customer is valuable and you will find a way to provide concise answers.
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Tips

  • Even if the customer issue mentioned in the email is due to a lack of understanding or some miss communication on the part of the customer, take ownership of the complaint. Avoid using words that imply that the origin of the issue rests with the customer and focus attention on providing the information needed to resolve the matter. The client will know he or she made a mistake once the matter is resolved and will be grateful that you avoided pointing fingers while taking steps to quickly settle the issue.
  • Customers who email complaints are upset with a situation that has arisen, not with you as a person. Overlook verbiage that is used to vent frustration and don't take it personally. Focus attention on the root cause for the customer's distress, and respond in a way that addresses the problem and not your hurt feelings.
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Article Info

Categories: Customer Relations

Recent edits by: Vini Tejaswini, Bibaco, BR

In other languages:

Español: Cómo responder los correos electrónicos de los clientes

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