Just because you’re working in a physical retail store, that doesn’t mean your customer interactions will stop as soon as they walk out the door.
In fact, more and more members of the public cannot find the time in their busy lives to continue to pop into stores and will use forms of communication like email to get in contact and air their problems.
However, are you making the most of the opportunities you have when sending these emails and are you giving the best customer experience possible? Here are ten tips you need to know to ensure this level of perfection.
Just like you would when a customer comes to the front desk of your store, being nice and polite with the greeting you give your customer is essential when it comes to emails. Keep your tone of voice casual, friendly and approachable, so your customer feels comfortable.
Using Personal Indicators
When replying to an email, it’s always recommended that you use your customer’s name to give them a more personalised experience. This helps the customer feel like they are talking to a person, rather than a customer.
Remember to use either a first name or a suffix like ‘Mr’ and their surname, depending on the formality of your business.
Speed is Vital
The majority of your emails are going to be customers with questions or problems that need addressing. With this in mind, you’re going to want to check your emails regularly and often to make sure you can reply promptly, once again providing the best customer experience possible.
Short but Sweet
Even if a customer writes an email that’s thousands of words long, that doesn’t mean you need to do so as well. In fact, most customers will want replies that are only a couple of sentences long that answer their questions quickly and easily.
Try to keep your emails short and precise, typically only several hundred words that convey information in an easily digestible format.
Consider the Subject Line
If your customer has emailed you, then it’s easy enough to simply reply with ‘RE:’ in the subject, but you need to pay attention to the sentences you’re using if you’re creating an email.
Let’s say you need to send out an email to your customers about a product recall request. The subject line is vital to perfect otherwise the customers won’t open. In this example, you can easily use something like ‘Product Recall on Product Name – Customer Action Request’.
Using Online Tools
Not everyone is born to be a masterful writer, nor has time in busy retail environments to compose the perfect email. When this is the case, here is a list of online tools and resources you can use to help guarantee quality:
- Grammarix and Further vs. Farther – These are two blogs that are dedicated to providing you information on everything you need to know about grammar.
- Do My Assignment – An online writing agency that can help you format and write your customer emails. These services have been suggested by Best Australian Writers league.
- State of Writing and Writing Populist – Two blogs that are overflowing with writing guides you can follow when writing emails.
- Ox Essays – An online writing service that helps with everything related to writing emails, as featured by the Huffington Post.
- Easy Word Count – A free online tool you can use to track the word count of your emails.
- Elite Assignment Help – An online service with writing guides you can follow.
- Cite It In – A free online tool for adding professional citations to your emails.
Give Accurate Information
Since you’re trying to handle customer queries in your store as well as handling your customer’s email queries, it can be overwhelming, so you may be tempted to find ways to save yourself time, such as copying and pasting generic email responses to your customers.
“This should be avoided at all costs since it looks bad for the credibility of your business and, more times than not, won’t help your customers which will only anger them more” shares Paul Fletcher, a customer service representative for Assignment Help.
Always Be Aware of Email Features
Nowadays, emails have a lot of features that you can use to make your life easier, but these can cause a lot more harm than good if you’re not aware of them.
For example, CC and BCC, known as Carbon Copy, can send all your customers everybody else’s emails addresses, which is an infringement of the Data Protection Act. Avoid it at all costs.
Consider Your Frequency
Not only will you be replying to emails that customers send you, but you may also be creating emails with a promotional or advertising purpose, such as seasonal offers or campaigns that you’re running in your store.
With these emails, you’ll need to make sure that you’re not sending them too frequently as to annoy them and that these emails are brief and precise.
Include Contact Information
It doesn’t matter whether you’re replying to an email or sending one to a customer for the first time, you need to make sure you include contact information in your emails. This is so you’re easy to get hold of, and the customer knows exactly who they are speaking to and how to get back in contact if needed, creating a perfect customer experience.
About the writer: Mary Walton is a cover letter editor at Resume Writing Service. She blogs on Simple Grad, her educational website. Also, Mary proofreads content for Revieweal, online portal that reviews popular custom writing services.
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