Content

• To step
• Part 1 of 3: Viewing the website
• Part 2 of 3: Write the email
• Part 3 of 3: Stay polite
• Warnings

Some people find it difficult to send an email to a company's customer service department. How do you compose such a letter in the form of an e-mail, when they were really put on paper in the past? What types or protocols apply when you ask a question to a customer service? While this varies by industry, region, and culture, there are some general guidelines to ensure that your email will be properly received by customer service.

To step

Part 1 of 3: Viewing the website

1. Look for the answer. Before writing an email to a company's customer service team, make sure the answer isn't just on the website. Many companies post answers to frequently asked questions on a special page of their website, usually under the heading "FAQ" or "Frequently Asked Questions".
   • You can usually find these pages by scrolling all the way to the bottom of the page and then clicking on "Contact" or "Customer Service".
2. Find the "Customer Service" page. If you don't see a link at the bottom of the website, you can sometimes find the page by typing the word in the search box. You will usually see a field with a magnifying glass icon in the top right corner of the home page. Type in terms such as "customer service" or "contact" and then press enter.
   • The "Contact" page usually includes an email form where customers can write complaints or comments.
     • Check this page to see if you will receive a copy of the sent message; if not, search the website for an email address that you can reach from your personal email account so that you have proof of the correspondence.
3. Use the search box. Search for the topic you want to ask a question about in the same window you used to find the customer service email address. If you search for the topic or question this way, you may find the answer without having to send an email.
   • This is also important if you want to appear intelligent when you do send the email. If you ask something when the answer is already clearly stated on the website, they may think to customer service that you are demanding and lazy, and therefore unprofitable.
   • Also view the frequently asked questions (FAQ). Often the question you want to ask is already included in the frequently asked questions. That is why most websites also have such a page, to keep the e-mails to customer service to a minimum.
4. Review company policies. If you cannot find the answer to your question via the search box or the FAQs, you can still search on the "About us" page or in the return policy. Scroll to the bottom of the website again and see which links are there. Look for a link that might contain the answer to your question: about us, ordering and delivery, returns, warranty and repair, and so on.
   • Even though you cannot find the answer on these links, it can still be useful to look at the pages so that you can find additional information about the company to use in your email.

Part 2 of 3: Write the email

1. Determine whether it is a complaint or a compliment. Not all messages to customer service have to be complaints or questions. Maybe you want to thank them for the good service. Positive emails are also welcome, as are emails with questions.
   • It is a fact that it is sometimes faster and more direct to report a complaint by telephone. Email works better for expressing your gratitude or asking a question that doesn't need an immediate answer, but if you want to fix the problem right away, call.
2. Write down a clear topic. Make sure the subject of the email is clear and meaningful. You want the customer service representative to see your email first, so that you get a response faster. Keep the subject short, make sure that it summarizes your e-mail briefly and that the employee feels compelled to open the e-mail quickly.
   • For example: "Dog ate warranty card - need replacement"
3. Start with a greeting. Once you've come up with a good topic, the next step is to greet the customer service representative. Don't start with your problem right away. You greet someone on the phone nicely, don't you? It can be something as simple as "Best Customer Service".
   • Try to find a name to add to your greeting. At smaller companies, the names of the customer service representatives are sometimes listed on the website, so using them will make your message more personal, making it more pleasant to work with.
   • You can end the greeting with a comma or colon. Dear customer service, or Best Customer Service:
4. Stick to the standard writing methods. Get the employee's respect by using standard writing methods. Do not type everything in capital letters, and do not use extra large or thick fonts. Use normal punctuation, spelling, and capital letters. Then your e-mail will be taken seriously.
5. Write in a polite tone. Write politely, even if you make a complaint or want to express your frustration. You will then be valued more as a customer and will probably also be treated more courteously.
6. Tell who you are. Introduce yourself after the greeting. Write down your name and explain what kind of customer you are, and whether you have ordered something for the first time or are a returning customer. In both cases, the employee would prefer to keep you as a customer. Include your geographic location if relevant.
7. Be specific. Use specific language in your email. Avoid generic terms such as "my product". Instead, describe in detail what kind of product or service is involved and why you're emailing about it. Describe all relevant events so that the employee knows exactly what the problem is. If you immediately put this information in the first e-mail, you will avoid a lengthy e-mail exchange.
   • Use the URL to the product if you have one, so that the employee can immediately see what it is about.
   • Also put your order number in the e-mail, because most employees will ask you anyway. This order number refers to how the order is in their system.
8. Ask questions clearly. Be clear in your email. Don't beat around the bush. When you've greeted the employee and introduced yourself, start a new section explaining what's going on, in the same specific language mentioned in the previous step.
   • Immediately ask for the compensation you want. You may not dare to ask, but put aside your shyness in your email. If you want something in exchange for a defective product, say so.
9. Write short paragraphs. Make sure your paragraphs are short. A paragraph of one, two or a maximum of three sentences is easier to read. The employee can therefore scan the e-mail faster to see if he has priority, and if you have written a large block of text, your message may be placed at the bottom of the stack because he / she does not immediately understand what you mean.
10. Finish with a simple signature. End the email with a closing sentence summarizing your request or compliment, followed by a greeting. You can end with "Kind regards", but you can also just place your name or e-mail signature right away. You can also show that you would like a quick response by saying: "Awaiting your answer", or something to that effect.
    • An email signature is a short block of text containing your name, occupation and contact information. You can create an e-mail signature in the settings of your e-mail account, so that it always appears automatically under a new message.
11. Do not send any attachments yet. Do not send attachments with a first message yet. Many websites have spam filters that fish out emails with attachments, putting your message in the trash before it is read.
    • You must of course add an attachment to a cover letter when you are asked to add your CV as a Word document.
    • Never include usernames, passwords or credit card information.
12. Read your message again before sending it. When your email is ready, don't press "send" too enthusiastically. You should reread the email first to make sure there are no typos or spelling errors that will detract from your message. Even if you wrote the email on your smartphone, the automatic message "sent from my iPhone" is no excuse for spelling or grammatical mistakes.
13. Send a reminder. If you haven't received a reply to your email after a few days, it could be that your message ended up in the spam box or at the bottom of the stack. Write an email in which you mention the previous email and ask if it was received properly.

Part 3 of 3: Stay polite

1. Make sure you have good grammar and spelling. You may not realize it, but good grammar and spelling is part of a polite tone. If you do your best to communicate clearly, you show respect to the other party and show that you are generally a polite person.
2. Show that you are smart. Don't be pretentious, but show that you are smart by displaying an extensive vocabulary. If you've taken a look at the company's website and found out about their policies, you can show that you've read everything right but still haven't found an answer to your question.
3. Don't be kidding. Wise remarks and jokes have their place, and it is not in an e-mail that should be taken seriously, at least not yet in the first correspondence. That kind of language can be perceived as inappropriate, and you want to avoid that when dealing with a company.
   • Once you have sent back and forth a number of emails with a customer service representative, jokes are more likely to be accepted and understood.
4. Don't express yourself aggressively. While you may be frustrated with how a product or service has been handled, putting it in an angry email will get you nowhere. If you discuss your problem with respect and courtesy, you will get what you want sooner.
   • Remember that it is difficult to put your emotions into words. If you are upset about a problem and want an immediate solution, you better call.
5. Mention your loyalty and gratitude. If you write in your email how loyal you have always been to the company, the employee will be more likely to appreciate your message and respond more quickly.

Warnings

• Never put usernames, passwords or payment details (credit card or account numbers) in an email to customer service.