Content

• Steps
• Warning

When there is a need to send emails to customer service, some people find it difficult. How should you write letters by email when always writing letters on paper? What conventions or protocols are there for customer care requests? While each profession, region, and culture will have different rules, there are general guidelines to ensure that you reach your goal when emailing customer service.

Steps

Part 1 of 3: Web site research

1. 

   Looking for the answer. Before you email a company's customer service department, you should make sure that the company website doesn't have the answer to your question. Many companies have answered common questions on the FAQs and Support pages.
   • You can easily access these support items on the company website by hovering to the bottom of the page and clicking on the links "Contact", "Help" or "Customer Care".

2. 

   
   
   Find the Customer Care page. If you can't find the Customer Care link at the bottom of the web page, you can use the search box. It can be a text field for data entry or a magnifying glass symbol in the top right corner of the homepage. Type in search terms, such as "customer care" or "contact" and hit the Enter button.
   • Usually, on the "Contact Us" page, companies will provide an email information form for customers to submit comments or complaints.
     • Check out this page to make sure you get a copy; otherwise, find an email address that you will use your personal email account to send mail from, which helps you archive messages.

3. 

   
   
   Use the search bar. Find the topic you need to ask on the same search bar that you used to find customer service email addresses. Searching for topics or questions this way will help you get answers without having to email.
   • Careful searching helps you get appreciation when you really need to send emails. If writing an email about the problem is already on the website, the customer service team will probably think you are a difficult and passive guest, and therefore a potential customer.
   • Check out Frequently Asked Questions. In many cases, your question already answered is in the FAQ section. Many websites support this section to minimize the number of emails sent to customer service.

4. 

   
   
   Company policy research. If you can't find the answer to your problem in the search bar or FAQs, you can find more in the "About Us" section or the Return Policy page. Hover your mouse to the bottom of the web page and find the links. Find any link that contains an answer to your question including: About Us, Table of Contents, Credit Cards, Available Products, Return Policy, Privacy Policy, Terms of Use, etc.
   • Even if the answer is not found in these links, reading through the information will help you use your additional company knowledge to get the support you want via email.
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Part 2 of 3: Writing email

1. 

   Identify this as a complaint or compliment email. Not all emails sent to customer service are complaints or questions. Maybe you just want to thank them for their support. Most companies are happy to welcome these positive emails as well as emails asking questions.
   • In fact, sometimes complaints are faster and more direct than email. Email is only suitable when you send a thank you or ask a question without an immediate answer, but if you want to solve the problem immediately, it is best to call.

2. 

   Write your title clearly. Write a meaningful title and get to the point. This will help the customer service staff see your email first in the inbox, thus responding faster. Write concise headlines, include email summaries, and ask for a winning response.
   • Example: "My Chacos with lifetime warranty was bitten by the dog — Need to exchange"

3. 

   Begin with a greeting. Once you've written a clear headline, the next step is to greet the customer service staff. Don't raise the issue in a hurry. You will not miss the greetings when calling or meeting in person, right? You can simply write "Dear Customer Service".
   • Find a name to say hello. Some small and midsize companies list the names of their customer service agents, and writing the name of an employee will make them happy to support someone as lovable and kind as you.
   • You can end the greeting with a comma or a colon. For example, To Customer Service, OR To Customer Service:

4. 

   Use standard spelling. Show respect for recipients by writing up to standards. Don't use all capital letters, messy upper and lower case combinations, or fonts designed to look like handwriting. You just need to type with standard punctuation, spelling, and capitalization. This will help your email be appreciated.

5. 

   Maintain a polite tone. Be polite whether you're writing a complaint email or expressing anger. You will be a valued guest and receive more polite treatment in return.

6. 

   Introduce yourself. After the greeting, you need to introduce yourself. Introduce your name and show you are your first time customer or have purchased several times. In both cases, the staff will want to please you. If necessary, mention your geographical location (for outdoor products or services).

7. 

   Be specific. Use specific words in the email. Avoid using generic terms, such as "my products"; Instead, you should give a detailed description of the product or service and why you need to write the email. Describe any product / service related incident so that employees can accurately identify the problem. Including this necessary information in the first email will help avoid adding lengthy emails.
   • Use the product link, if available, so that the employee can refer to it immediately based on what you describe.
   • Write the order number in the email, as most employees will ask for that information. This number is used to track orders and store in the system.

8. 

   Ask clear questions. Get straight to the point in the email. Don't ring around. Once you've greeted your employees and introduced yourself, start writing a new paragraph that shows exactly what's going on, using specific wording.
   • Directly request incentives if desired. However, you may be shy about asking for a discount, leave that aside in the email. If you want to receive something in return for defective products, ask directly.

9. 

   Write short paragraphs. Write concise passages. Write 1, 2, or up to 3 sentences in a paragraph for easy reading. This also helps employees quickly skim email to know how to prioritize. If the email contains too many words, they will often rank low because they do not have time to read and understand what you want.

10. 

    End with a simple signature. End the email with a conclusion to summarize the request or compliment, and finally say goodbye. The "Sincerely" ending will work, but you can also skip the farewell and just insert your email signature. You can also indicate urgency by saying "I am looking forward to your response".
    • Email signature includes your name, occupation, and contact information. You can format email signature in email settings and set it to appear automatically when writing new emails.

11. 

    Do not attach files. You should not attach anything in an email to someone the first time. Many websites have spam filters that target emails containing files, causing emails to be sent to the Spam Box before being read.
    • You should of course attach the file if you're emailing a job application and are asked to attach your resume in Word format.
    • Don't provide your username, password, or credit account / billing information.

12. 

    Read carefully before sending. After writing an email, don't rush to hit the Send button. You need to read the email carefully, making sure there are no sloppy errors that interfere with your selective words. Whether writing an email on the phone, the automatic "sent from my iPhone" cannot be an excuse for grammar errors and punctuation, thus diminishing your professionalism.

13. 

    Ask. If you have not received a response email after a few days, your email may have been blocked by spam filtering or sent to the bottom email page. Send a reminder of the previous email and ask if they received your first email. advertisement

Part 3 of 3: Always be polite

1. 

   Write correct grammar and spelling. You may not realize this, but one part of maintaining a polite tone is using correct grammar and spelling. Pay attention to convey your message in a coherent way shows that you respect the recipient, and that you are a polite person.

2. 

   Show qualifications and knowledge. Don't be arrogant, but show your proficiency through the correct use of words. Besides, if you've researched the company website and know a little about their policies, say you've read through but can't find an answer to your problem.

3. 

   Avoid ringing jokes. Witty comments and jokes need to be used in the right place, so they shouldn't appear in a serious email, at least the first time it is sent. Witty language is considered inappropriate and should be avoided in business.
   • Once you have established a relationship with an employee through a few emails, the joke will be accepted and easier to understand.

4. 

   Express yourself without assault. Whether you are angry about a bad product or service, expressing emotions in an email will not yield the desired results. Presenting the problem with respect and politeness is more effective than an annoying or aggressive email.
   • Remember that you may not be able to express your emotions correctly with words. If you are upset about a problem that requires immediate resolution, phone calls will be more effective.

5. 

   Mention your commitment and appreciation. Ultimately, mentioning your commitment to the company and your appreciation for their services over the years will make employees feel more comfortable reading your emails and responding. faster. advertisement

Warning

• Do not provide your username, password, or billing information (credit card, debit card, or bank account) in email sent to customer service.