Small businesses, particularly e-commerce businesses, rely on the Internet and email to interact with their customers. And many customers expect as good or better service when they are communicating to you via electronic means. The lack of face-to-face interaction means that many non-verbal cues that people use to set customers at ease are unavailable, so business owners and employees need to go above and beyond to make their customers feel valued. Here are some tips to make sure you are doing everything you can when dealing with customer service emails.
First and foremost, you need to consider your email address. Ideally, customer service emails should come from an actual person’s name (i.e. [email protected]). This allows customers to put a face to your company, rather than feeling like they are sending out a question or concern into the ether. This is especially helpful when the customer needs to follow up on a previous issue; it helps them feel like they are continuing a dialogue if they can talk to a specific person. If you can’t use a person’s email, then try something like “[email protected]”. While not as personal as the above option, it does still keep the focus on the customer, and lets the customer know that there is a department that is committed to customer service. Try to avoid using something like “[email protected]” This kind of email address shows customers that you are more concerned about making sales than fixing problems that they might have, and it can lead to more frustration with your company.
But you need to do more than just have a good email address. You need to make sure that you address your customer and their request correctly. Make sure to call use your customer’s name; it’s a sign you are listening and it will put them at ease. Then you need to restate the problem or question to ensure you are understanding the customer. Once you’ve offered your solution or answer, tell them that if they need more assistance they can contact you again at the same email address, or, if you are able, give them a phone number where they can reach you if you think they will need a more in-depth response.
These steps can help you connect with your customers and build trust, which go a long way toward your customers having confidence to deal with you in the future. Little things like proper email technique can make a huge difference in how your business is perceived, so do your best to make your interactions over the Internet as good as the ones you have in person.