Tips for Writing Customer Service E-Mails (With Examples)

By Indeed Editorial Team

Published June 10, 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

Customers may reach out to a business via e-mail for various reasons. It may be to give feedback, issue a complaint, or make an inquiry. Understanding customer service e-mails can help you attend to them appropriately and become a more effective customer service professional. In this article, we explore e-mails for customer service, discuss some tips for writing them, and include examples to guide you.

What are customer service e-mails?

Customer service e-mails are e-mails that customer service representatives send to clients. These e-mails may be to respond to an inquiry, resolve an issue, or request feedback. Writing good customer service e-mails is important for customer satisfaction and retention.

Related: Relationship and Effect of Customer Service in Sales

Tips for writing e-mails for customer service

Here are some tips you can consider when writing e-mails to respond to customers:

Use the customer's name

Starting an e-mail with a customer's first name is a proven strategy to get them to open and read the e-mail. Calling someone by their name can make them more cordial and agreeable, which can be important if you respond to a complaint or negative feedback. More importantly, it shows that the organization respects each client, which can inspire greater customer loyalty. If you're responding to a single e-mail, it's easy to find the client's name and include it in your response. Contrastingly, bulk e-mails may require e-mail management tools to include each client's name.

Be human

Being human in your e-mail is an effective strategy for building a positive rapport with each customer. Many customers are more willing to engage a brand if they believe they're communicating with someone else. More importantly, being human makes the interaction cordial, improving cooperation. You can be more human by using colloquial language, being humorous, and introducing yourself in any first-instance communication.

Related: Tips on How to Provide Good Customer Service (With Benefits)

Understand their complaint properly

To resolve the customer's complaint or request properly, it's important that you understand it. Take time to read through whatever the customer sends to you. You can take notes of the most important point to help you remember and reference them when writing a response. If any part of the customer's message is unclear, ask questions to help you identify and resolve their pain points.

Include your name

If you're responding to a customer for the first time, it may be best to introduce yourself at the beginning of the e-mail. You can state your name, position, and what you're here to help them do. Including your names makes the interaction more human and cordial, leading to better cooperation.

Be professional

While it's important to make correspondence with customers cordial, it's important to remember that it's a formal interaction. As a result, it's crucial that you maintain a certain level of professionalism in the e-mail. For example, avoid using slang, profanities, or inappropriate jokes in your e-mail. Refer to the client with the name they've provided and communicate all your points politely. Being professional helps to portray yourself and your employer in a good image.

Start with an apology

When you're responding to negative feedback or complaints, it can be helpful to start the e-mail with an apology. Ensure you restate what the client spoke about and acknowledge the business' error. Beginning with an apology is a great way to empathize with the customer, making them more cooperative. It also shows that you respect their time and take responsibility for your actions. This can lead to greater customer retention and patronage.

Refer them where necessary

In many cases, you may not have the authority, skill set, or knowledge to directly resolve a customer's issue. In such cases, don't hesitate to refer customers to other personnel. For example, if someone has an inquiry about an application's source code, you can refer them to the software development team. Once you refer a client to someone, ensure you inform them so that they have enough time to prepare.

Gather relevant information

Before responding to a client's e-mail, ensure you have enough information to resolve their complaints or refer them to someone who can. This demonstrates competence and thoroughness. For example, if a bank customer is complaining about a failed transaction. You can check the bank's record to know the amount and other details about the transaction. To gather relevant information, always clarify the client's complaints. Additionally, you can discuss with professionals on specific aspects of the product.

Consider including a deadline

If you tell a client that they can expect a response, ensure you include a specific deadline. It's an effective strategy for demonstrating competence and encouraging your customer to be patient. If you cannot give a deadline for resolving a customer's complaint, you can give a range. Ensure you include all the tasks that require completion before estimating a deadline.

Be prompt

One of the most important tips for responding to customer e-mails is promptness. If a customer doesn't get a response within a reasonable time, they may begin to consider other options. This can lead to an increase in churn rate, affecting other parts of the business. You can be prompt by responding to an e-mail immediately you see it.

Related: 10 Tips for Creating a Positive Customer Service Experience

Infuse brand language

Including brand language in your responses is a great way to create better brand awareness. It also makes the interaction more human, inspiring customers to be more cordial. You can infuse brand language by mentioning catchphrases or terms to communicate the brand's value.

Examples of e-mail responses to customers

Here are some examples of appropriate e-mail responses for different situations:

Addressing a question

You may receive an e-mail from a customer trying to clarify an issue. Consider this response:

Hello Jane,

Thank you for writing us to inquire about our delivery locations and prices.

We deliver to all parts of the country, though the rates may differ based on your location. So, if you make your order right now, you can expect it to arrive by next week Tuesday, maximum. We also have an order tracker on our website that allows you to follow the movement of your order in real-time.

Thank you for choosing Speedy Deliveries. Kindly contact us via this e-mail if you have any further inquiries.

Customer service representative

Responding to a complaint

Customer service representatives are usually responsible for responding to customer complaints. Consider this example to know what to use in similar situations:

Hey John,

Thank you for your honest feedback and for picking Gold Rush Mania. We're very sorry to hear about your experience with the game. We specifically noted your complaints about making an in-app purchase and not receiving the items and you being unable to open the application subsequently.

We confirmed your payment for the items, specifically the dragon's blood sword and the unlimited speed elixir package. Please rest assured that you can expect to find the items in your account the next time you log in. Regarding your inability to open the game, you can try restarting your device and reloading the application. You can also download the new patch, which resolves most issues of the last version.

We are glad to respond to any other questions you may have. May the rush favour you!

Customer service representative

Responding to negative feedback

Some customers may not enjoy their experience and leave a bad review. In such cases, here's an example of how to respond:

Hey Diane,

We received your feedback on the meal you purchased at Dioto's Restaurant last week. While we pride ourselves on seamless delivery, we understand that errors are part of the job. We sincerely apologize for what was a disappointing experience.

Still, we want to assure you that this isn't a regular occurrence. We've taken disciplinary measures against the concerned staff and some preemptive measures to ensure such situations never occur again. Kindly find attached a voucher code for a free meal at any of our locations, where we hope to win you back.

If there are any other complaints or inquiries, kindly reach out via this e-mail. Again, we apologize for the experience.

Yours sincerely,
Customer service representative

Requesting feedback

After a customer makes a purchase, it's important to get feedback on their experience. Here's an example of how to craft an e-mail for that purpose:

Hello David,

Thank you for subscribing to Ray's application, the world's number one business finance solution application.

In our bid to continue to provide our subscribers with the best service, we want some feedback on your experience with the application. Kindly find attached a link to a brief (we promise!) survey asking questions about the application's performance. The survey takes approximately 3 minutes to complete.

We welcome you to our community of users and hope that Rays continues to help your business meet its financial goals. Do contact us via this e-mail for any inquiries or complaints.

Customer service representative

Related: How to Get Customer Feedback to Improve Your Business

Responding to a technical issue

Customers may encounter issues with operating a product, especially if it's a technological one. Consider this example to know how to handle similar situations:

Hello Joshua,

I received your complaint about your Zeus Bluetooth headphones not connecting to your laptop. Kindly try the following solutions in this order:

1. Kindly switch off and on your headphones and the laptop's Bluetooth. They may become visible after refreshing.

2. Try connecting your Zeus headphones to another device to confirm the source of the problem.

3. Open Settings on your laptop, go to Bluetooth preferences and select "Allow" for all options.

if you try all of these options and the problem persists, kindly contact us via this e-mail. Thank you for choosing Zeus headphones.

Customer service specialist

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