How To Write Customer Service Emails (Plus Why It Matters)

By Indeed Editorial Team

Published December 14, 2021

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.

Customer service includes a variety of touch points, such as emails, social media and online chat systems, that allow customers to express their feelings. These touch points make it possible for customers to communicate how they feel about their experiences with an organization and request to receive the level of customer service they want or expect from particular brands. It's important for organizations to understand how to use these channels to best serve customers and maintain a strong brand identity. In this article, we explain why customer service emails are important and outline how to write customer service emails in 11 steps.

Related: 11 Ways To Deliver Great Customer Service

Why are customer service emails important?

Customer service emails are important for improving how a customer feels about a brand or organization. These emails provide the organization with the opportunity to transform the customer's negative experiences into positive outcomes. This is crucial because many customers are likely to tell others about their negative experiences.

Customer service emails provide a convenient touch point for organizations to provide effective care and support for a range of customer concerns. This is often especially applies to situations that require the help of multiple stakeholders to determine the proper resolution or course of action. Emails may be a helpful and effective way to:

  • Advise customers regarding planning, installing or troubleshooting activities

  • Assist with service cancelations and upgrades

  • Ensure customers know how to use products or services correctly

  • Follow up regarding previous customer inquiries

  • Help customers use services or products in cost-effective ways

  • Resolve customer complaints about products, services or experiences

  • Respond to customer feedback about their experiences

Excellent customer service may have lasting effects on the success of an organization. Effectively turning a customer's negative experience into something positive may create positive connotations with the organization. This may improve the public image of the organization, possibly leading to additional referrals. Poor customer service, however, may drive customers away or create further issues for the organization.

Read more: 8 Reasons Why Customer Service Is Important

How to write customer services emails

Follow these steps to write an effective customer service email:

1. Review the message carefully

Read the customer's initial message carefully. Aim to best understand what the customer experienced and wants you to resolve for them. Complete additional research as necessary to gather all essential information that may have affected the situation and may influence the resolution. For example, review previous emails or notes from past calls between the customer and other customer service representatives.

Related: Customer Service Emails: Definition, Tips and Examples

2. Use a personalized greeting

Open your email with a personalized greeting. Use the customer's name rather than generic phrases like "Valued customer" or "Loyal client." This helps the customer feel special and establishes that a real person is communicating with them, not a robot or another automated program.

3. Validate their experience

Acknowledge what the customer experienced and how they may feel about it. Demonstrate empathy in your response, such as sharing that you understand how frustrating the situation may be. This shows you respect the customer's feelings, which is important because they feel strongly enough about what happened to them that felt motivated to share their concerns.

4. Respect their time

Work efficiently to respond to the customer and provide them with a solution. Review any previous correspondence they may have had with other members of the customer service team. It's important to know what they already said so that customers don't feel like they're repeating themselves and wasting time. If they feel this way, this may create additional negative feels about your brand that you're now responsible for fixing.

5. Maintain a positive attitude

Keep a positive attitude throughout your interactions with the customer. This may help improve the customer's confidence in your abilities and commitment to addressing their concerns. Look for opportunities to be kind and honest with the customer, such as providing them with an estimated turnaround time for a complete response rather than redirecting them to a way to find the answer themselves.

6. Provide consistent information

Ensure your response aligns with your company policies. It's also crucial to provide consistent advice throughout your interactions. This prevents confusing your customers and promotes an excellent image of your brand.

Related: 15 Customer Service Email Response Samples

7. Use simple language

Create a message that's conversational and easy to understand. Avoid using industry jargon or including complicated explanations. Instead, write a polite, simple message that reviews the customer's options for what to do and what actions for them to take next.

8. Include additional resources

Share resources to support what you tell customers. For example, you may include links to blog posts or FAQs on your website that may help them better understand their options. This allows you to provide comprehensive information to the customer without overwhelming them with complicated messages or long paragraphs of text.

9. Offer more assistance

Position yourself as a resource to the customer. Ask if there's anything else you may be able to assist them with before ending your exchange. The customer may feel more comfortable asking you for help after you resolved their initial issue for them.

10. Thank the customer

Show your appreciation to the customer for their business and their willingness to let you help them. Thank them for providing their feedback or alerting you about their concerns. This may ensure the customer feels valued by you and reinforce the customer's positive feelings about your organization.

Related: 9 Customer Service Tips To Improve Your Skills

11. Finish with a personal closing

End your customer service email with a professional, friendly message. Include a brief summary of the resolution to remind the customer, and remind them to contact you with any additional questions. This helps ensure you provide a clear solution to the customer and include a final personal touch to your correspondence.

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