The first thing you must do when writing emails answering customer questions is to understand the question and to provide the correct response. If you’re replying to angry customers, your approach should be different. However, if you’re responding to regular questions, you must ensure you answer the question entirely and leave the customer satisfied.
As a business, customer satisfaction should be your most important priority. This means everything about your correspondence should be done with your customers in mind and satisfying their queries entirely. If your email isn’t doing that, then you should consider rewriting it entirely.
Steps to Write an Email Answering Customer Questions
Here’s a step-by-step guide to everything you need to know to write the best email answering questions:
Read And Understand
Although customer service representatives may have a lot of work to do, it is important to avoid overlooking or postponing emails, or assuming that you know what a customer is asking without carefully reading their message. Sending a wrong response to a customer’s question can damage your company’s reputation.
For example, if a customer emails you asking how to get the latest version of your company’s antivirus software, it is important to take the time to understand their question and provide the correct answer, rather than responding with instructions on how to fix a laptop.
Sometimes, customers may not be explicit in their questions. It is your responsibility to decipher what they mean and provide them with the right information. This will help you build trust with your customers and ensure that they have a positive experience with your company.
If you do not understand the request, inquiry or question, send a reply requesting the customer shed more light on his/her questions.
Get The Appropriate Answer
Having carefully read and understood your customer’s question(s), the next step is to get (if you do not already have) answers to his/her questions. If getting the answers to the questions would take a while, be proactive as to send a reply stating the receipt of the email and stating that the information he/she requested will be sent shortly.
So, you have read your customers’ emails, you understand and know the answers to his/her questions; the next thing to do is to write him/her a reply.
If the customer had included his/her name and/or title in the email, endeavor to address him/her as such in your reply. Do not address him as ‘Dear Customer’.
Address him/her in person, e.g.
- Dear Mr. Victor Smith,
- Dear Ms. Rachel Von Schmidt,
- Dear John Snow
Only when his/her name was not included should you address him/her as:
- Dear Sir or Dear Madam
You should not jump into the writing just yet. In constructing your reply, you need to be polite. Yes! The customer might have been rude in his email; it does not mean you should return the favor. No! That would give your company a bad reputation. You must always be polite.
Ease The Stress
More often than not, not knowing how something works could be frustrating, so you should understand your clients and be quick to ease the confusion-induced stress. Make him/her calm in as few words as possible before giving the answers to his/her inquiries.
Customers want answers to their questions quickly and efficiently. When responding to a customer inquiry, it is important to be brief and precise. Avoid using unnecessary filler words and phrases, and get to the point as quickly as possible.
Here are some tips for providing brief and precise customer service replies:
- Read the customer’s inquiry carefully. Make sure you understand what the customer is asking before you start responding.
- Identify the main question(s). What does the customer really need to know?
- Answer the question(s) directly. Don’t beat around the bush or go off on tangents.
- Use simple and clear language. Avoid using jargon or technical terms that the customer may not understand.
- Proofread your response before sending it. Make sure there are no errors in grammar or spelling.
End your email courteously. For instance
- We are sorry for the inconvenience (his/her questions) may have caused.
- We hope the information given was helpful.
- It is hoped that the answers provided were helpful. If you need information on any other services provided by our company, please do not hesitate to forward them to me
- Have a nice day.
- Enjoy the rest of your day.
The following are some templates on how to reply customers’ questions via email:
Template for Replying to Customers’ Questions Via Email
Subject: [Customer name]'s question about [topic] Hi [Customer name], Thank you for your email. I understand that you have a question about [topic]. [Briefly answer the customer's question here.] If you have any further questions, please do not hesitate to contact me. Best regards, [Your name]
Email Answering Customer Questions Template 2
Subject: Answers to Inquiries Dear [Customer's Name], Thank you for reaching out with your questions. We appreciate your interest in our products/services. Here are brief answers to address your inquiries: [Question 1]: [Answer 1]. If you need more information or have additional questions, please feel free to contact us. We're here to assist you in any way we can. Best regards, [Your Name] [Your Position] [Your Company]
Email Answering Customer Questions Sample
Subject: Answering Your Questions Dear Lisa, Thank you for getting in touch with us regarding our new product line. Your interest in our products is greatly appreciated. Here are brief answers to address your inquiries: 1. Question 1: How much is the latest model of our smartphone? Answer 1: The price for our latest smartphone model is $699. 2. Question 2: Do you offer international shipping? Answer 2: Yes, we offer international shipping to most countries. Shipping costs and delivery times may vary, so please check our website for specific details. 3. Question 3: Are there any ongoing promotions or discounts? Answer 3: Currently, we have a 10% discount on all accessories when you purchase a smartphone. Visit our website for more information. If you need more information or have additional questions, please feel free to contact us. We're here to assist you in any way we can. Best regards, John Smith Customer Support Representative TechGear Inc. Email: [email protected] Phone: (555) 123-4567
In conclusion, remember that the object of a question is to obtain information that matters to us and no one else. Also, profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them. And one way this can happen is when they have an almost absolute understanding of your product and/or services.
So, answer your customers’ questions as best and fast as they can be answered.