Email Customer Support Service - Know-How

Email customer support is a type of customer service that allows customers to contact a company or business through email to receive help or support. It is a convenient and efficient way for customers to communicate their issues or concerns without having to speak to a customer service representative over the phone.

●When a customer sends an email to a company's customer support email address, the email is typically received by a team of customer service agents who are trained to respond to customer inquiries and provide assistance.

●These agents will review the customer's email and respond with a helpful solution, or information or offer further assistance.

●Email customer support is often available 24/7, which means customers can reach out for help at any time.

●It is also an effective way for businesses to track customer issues and resolutions, which can be useful in improving their overall customer service.

●One of the advantages of email customer support is that it allows customers to articulate their concerns more clearly, as they have time to formulate their thoughts and explain their situation in detail.

●Furthermore, it provides a written record of the communication between the customer and the company, which can be useful for both parties in case of any misunderstandings or disputes.

However, one of the potential drawbacks of email customer support is that it may not provide immediate resolution to urgent issues. Customers may have to wait a few hours or even a few days for a response, depending on the company's response time.

Handling Irate Customer Emails as an Agent

That’s one of the few intrinsic things that all agents must learn as they start working in customer service. Regardless of what kind of call center service you may be working in, you should be wary of the possible concerns a customer might have in the first place. Only then you can ready yourself with the best possible resolution for the concerns. Especially, when the customer is highly tensed or irate, you should know what can make him/her calm first.

So, without further ado, let us dig into some sure-fire ways that can help you to de-escalate an escalation or dispute with a customer like a pro. You might not become a pro instantly, but as you start to practice some fundamental tactics of customer care service, you would be able to handle irate customers effortlessly. The general rule of thumb is that the customer is always right. You can teach your customers to be more aware of things. Let us see how.

Be Quick at Being Responsive

If you delay your response to a customer complaint, there is a higher possibility that the customer may resort to sharing their grievance on a public platform, which can impact your company's reputation. Hence, it is advisable to address the issue within an hour to maintain a dialogue via email support services and minimize the likelihood of a subsequent phone call.

That’s the worst possible mistake you can do inadvertently that will only cost the company a lot of problems. Whether you can serve the customer as per their expectations or not, at least you can be responsible enough to reciprocate customer concerns instantly. They would at least appreciate your willingness to help them.

Be Apologetic for their Negative Experience

To begin with, it's crucial to genuinely apologize in the first line of your response to a customer complaint. Regardless of how hurtful or unfair the email may appear, it's important to acknowledge that the customer took the time to express their dissatisfaction because they had a negative experience with your company.

As a customer service professional, your primary objective should be to prevent customers from having a negative experience. Your company should take responsibility for any mistakes made and offer a sincere apology. The focus should not be on proving a point but on repairing the relationship with the customer.

When drafting your response, aim for a tone that expresses empathy and contrition, while also conveying your eagerness to assist the customer. Remember, the ultimate goal is to salvage the customer's trust and loyalty. Don’t be too naive to neglect the negative aspect of your tone. If something tells you to lower your tone, please do that before it is too late.

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Explain the Gravity of the Situation

For customers, it's essential to receive precise and comprehensive solutions to their problems, not only for their benefit but also for the sake of other customers who may encounter the same issue. Yes, the relevancy of the solution must always be there. That’s what makes you a good service agent.

Customers are concerned about preventing the same problem from arising again in the future. Providing customers with an explanation of the situation can aid in their comprehension of any unexpected circumstances that may have contributed to the problem. So, you have to make them aware of all possible scenarios.

Clarifying to the customer that the issue was a unique occurrence or an uncommon event, such as a lost package in the mail, may help to alleviate their concerns and allow them to view the situation from a more understanding perspective, possibly leading to empathy with your company. At least they will not be too furious about your failure to report the problem.

Show Your Awareness of the Situation’s Severity

As mentioned earlier, it's crucial to comprehend the customer's perspective. By examining their interaction history with your company, you can start the conversation on the same level.

Demonstrating your grasp of the situation's context will indicate to the customer that you acknowledge the challenges they've encountered previously.

You could begin by stating something like, "I notice that you encountered a similar problem a few months ago." Such a statement can help you express genuine empathy, as opposed to sounding insincere, which some customer service scripts may convey. Customers always appreciate agents that are more aware of the situation and that puts you at an advantage.

Also Check: How Enabling Email Support Services are Essential for the Growth of Your Brand?

Provide Reassurance and Gain Trust

It's crucial to provide reassurance to customers, even if the problem they encountered was not your fault, such as a delay in package delivery by your logistics partner. It's important to convey that you are taking all necessary steps to prevent similar issues from recurring. Rebuild trust by letting them know that your sole purpose is to help them only. Let them know you are ready to use every possible means to help their cause.

Whether it's conducting a product team review, retraining sales personnel, or revisiting your logistics partner's relationship, informing the customer that their complaint has spurred company-wide action can be helpful. This will instill confidence in them that such an experience will not occur again, potentially reducing the likelihood of them seeking out a competitor's services.

Offer Incentives, Refunds, and Discounts

When a customer's complaint is severe, and you anticipate negative consequences, offering an incentive can be an effective solution. Similarly, if a customer explicitly requests a refund or free item, providing an incentive is a viable option. In situations where a customer is polite and reasonable, expressing gratitude by offering an incentive can be a great way to acknowledge their patience and understanding.

If the customer's grievance is a result of an error on your part, offering a reasonable discount or refund is essential. In cases where the mistake renders the purchase unusable, a full refund is the right thing to do. If the error caused minor delays or inconveniences that do not hinder the customer's ability to use the product or service, a small discount could help create goodwill. A small token of appreciation in the form of discounts works most of the time.

If the complaint is related to a company-wide outage or error impacting a large number of customers, offering discounts or refunds to all may not be feasible. Instead, it's essential to take responsibility for the error, offer a sincere apology, and implement measures to prevent similar issues from happening in the future. That is the last thing you can do to handle a seriously messed up blunder with a product or service

Provide Ample Space for Further Questions and Queries

As you conclude your email, make sure to inquire whether the customer has any additional questions, comments, or concerns. This demonstrates that you remain receptive to further feedback, and it allows them to decide when the conversation should end. By offering numerous opportunities for customers to engage with you, you increase the likelihood that they will calm down and come to view your company positively once again.

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Conclusion

Once you have allowed the customer to ask additional questions, it is crucial to follow up with them and provide a final update on the resolution of their issue. Regardless of whether the problem involved a delayed package, a product outage, or a negative experience with your website, it is important to reassure the customer that you have taken the necessary steps to prevent the recurrence of the issue.

For instance, if the issue involved a delayed package, you could follow up with the customer after three days to confirm that they have received the product they ordered. Alternatively, if the package was lost, you could track the package and inform the customer that it should have been delivered to their mailbox or front step. If the customer experienced a technical malfunction, the agent should inform them that the team will soon rectify and resolve it soon.