It’s important to respond to customer enquiries promptly and effectively. Failing to do so can make the customer feel ignored, frustrated, or even angry, which can harm your business’s reputation and result in the loss of future business. Zendesk reports that 75% of customers are willing to spend more if you provide a great customer experience.
This goes to show that great customer support doesn’t only satisfy your customers; it directly impacts your bottom line.
By responding to customer inquiries, you can demonstrate your commitment to providing excellent customer service. This can lead to increased customer satisfaction, build trust, and foster loyalty. Additionally, responding to customer inquiries can provide you with valuable feedback, enabling you to identify areas for improvement and make necessary changes.
In today’s age of technology and social media, customers have various channels that make responding to enquiries easy, such as email, phone, social media, and online chat. It’s crucial to respond to customer inquiries on all of these platforms, as failing to do so can damage your business’s reputation. Therefore, it’s essential to prioritize responding to customer inquiries to maintain customer satisfaction and retain business.
Quick Tips: Responding to Customer Enquiry via Email
- When customers make enquiries via email, endeavor to respond as quickly as possible. This shows that you place value on them.
- Inquiry response email should open with an appreciation. This should be followed by addressing the customer’s concern.
- Your email should show that you truly care about meeting the customer’s needs. If you make the client see how much you genuinely care, it could be your first step in winning over a loyal client.
- In your email, clearly state what the enquiry is about, to show that you understand what the client needs.
- Answer appropriately, providing detailed essential information that will satisfy the customer.
- Attach relevant documents to the email. This will help to keep the email succinct.
- Make arrangements for a meeting when this is needed to ensure the client gets the very best.
- If you do not have what the client needs, let the client know this clearly. Inform him/her if an alternative is available.
- Give room for the customer to make further enquiry if not satisfied with your reply.
- Your closure should be warm and caring.
- Be conventional. Do not be overly formal or fill your email with jargon. Keep everything simple and clear.
- When answering inquiries, your tone should be professional, positive and optimistic. A negative tone creates an unfriendly atmosphere and may put off the customer.
- Your email should be concise, without unnecessary details or long phrases.
Sample Email One: Responding to Customer Enquiry about Discounts via Email
Dear Adam, We received your enquiry about the new discounts we offer on our frozen chicken. Thank you so much for your interest! We are offering the discount as a reward for loyal customers like you. Please find attached to this email details on the various discounts available. The discounts are based on the total weight of the frozen chicken purchased. In addition to this, the purchased products will be delivered free of charge anywhere within the city. We look forward to seeing you soon so that you can enjoy this new offer. Please, do contact us if you have additional queries. Thanks again! Best regards, Herbert McAlister Sales Representative, JayMax Chicken
Sample Email 2: Responding to Customer Enquiry about Company Products via Email
Dear Rachel, Thank you for your interest in our coconut oil. We are excited to hear from you. In response to your enquiry, please find attached to this email our product catalogue. We hope the information provided in it answers your query. However, please do not hesitate to contact us for further clarification if need be. We look forward to your patronage. Best wishes, Antonio McGuire Regional Manager, Rainbow Farms
Sample Email 3: Responding to Customer Enquiry for Price via Email
Dear Godwin, Thank you so much for your query regarding our cleaning services. In response to your question, the total cost for cleaning a house with the information you provided is $1055. In addition to this, I have attached a detailed brochure of our cleaning services. As you know, we will need to meet in person to finalize the logistics involved in locating and gaining access to the building. I would be pleased to meet with you in my office. Alternatively, I can come over to yours if it is more suitable to you. If you need further explanation, please do not hesitate to let me know. I hope to hear from you soon. Thanks again for your interest in us. Warmest regards, Joe Augustus Service Manager, The Klean Kompany
Sample Email 4: Responding to Customer Enquiry for a Former Partner via Email
Dear Thomas, Thank you for your enquiry. We are sorry you have been having difficulties contacting Argo Shipping Company. To answer your question, we have terminated our partnership with Argo Shipping Company; therefore we are unable to assist you with your missing order. The partnership was terminated on 25 January 2016; this was six months before you made your order with them. We currently have no official communication lines with them and are unable to provide you with further details regarding the situation with the company. I have attached to this email, the legal documents showing the termination of the partnership. It is our hopes that the situation is resolved soonest. Best regards, Newton Greene Public Relations Officer, Crane & Bale Company
Sample Email 5: Responding to Customer Enquiry for Product Variety via Email
Dear John, We are thrilled to hear from you. Thank you for your query about our beauty products. To answer your question, we have a wide range of beauty products, from skin care to hair treatment products. Our prices are unbeatable! I have attached a detailed product catalogue to this email. It contains specifications and prices for your perusal. It would be a pleasure if I can meet with you to enable us to discuss in more details, any specific requirement you have which is not provided in the catalogue. The meeting can hold at your office when it is convenient for you. If you have further questions or need additional clarifications, please do not hesitate to contact me. I look forward to doing business with you. All the best, Robert Neil Senior Partner, True Beauty International
Sample Email 6: Responding to Customer Enquiry for Product Old Version via Email
Dear Alison, Thank you for your enquiry. You were unable to find our Vibro Plasma TV, model XT115 because we have discontinued the manufacture and sales of this model. It has been replaced with Vibro Plasma TV XT116 which is an improved model with more advanced features. I have attached to this email, a product catalog that contains details of the features of this new model and other models; and a PDF file containing the addresses of stores where you can conveniently purchase this new model. Thank you so much for choosing our product. We cherish your patronage. Best wishes, Gold Sanders, Sales Manager, Future Technologies
Sample Email 7: Responding to a New Customer Enquiry via Email
Dear Moses, We appreciate your interest in our products and services. To address your concerns regarding our published books and publishing services, please visit our website www.bestbookspublishers.com for detailed information on these. However, if you would like us to see in person and discuss how we can help in more detail, I would be glad to pay you a visit. In the meanwhile, please do contact me if you need more clarifications. We look forward to doing business with you. Thanks. Best regards, Goodwill Bruce
Example 8: Email Response to Client Request
Dear [Recipient's Name], I am writing to you regarding [purpose of the email]. As a [your position/job title], I would like to [explain the reason for the email in detail]. [Include any necessary information or details that are relevant to the purpose of the email]. [If necessary, include any requests or proposals that you may have related to the purpose of the email]. I appreciate your attention to this matter, and I look forward to hearing from you soon. If you have any questions or concerns, please do not hesitate to contact me. Thank you for your time and consideration. Sincerely, [Your Name]
Example 9: Thank You for Your Inquiry About Our Products
Dear [Customer Name], Thank you for your recent inquiry regarding our [Product/Service]. We appreciate your interest and the opportunity to provide you with information about our offerings. We have attached a brochure that provides a detailed overview of our products/services, including features, pricing, and other relevant information. We hope that this material will be helpful to you as you consider your options. If you have any further questions or would like to discuss your specific needs in more detail, please do not hesitate to contact us. We are always available to provide you with the information and assistance you need. Thank you again for your interest in our products/services. We look forward to the opportunity to work with you and meet your needs. Best regards, [Your Name]
Example 10: Thank You for Your Inquiry. We Will Respond as Soon as Possible
Dear [Customer Name], Thank you for your recent inquiry regarding [purpose of the inquiry]. We appreciate your interest in our [product/service], and we are excited to assist you. Please be assured that your inquiry has been received, and our team is working to provide you with a timely and accurate response. We understand the importance of your inquiry and are committed to delivering exceptional customer service. We will respond to your inquiry as soon as possible, typically within [timeframe]. In the meantime, please feel free to contact us if you have any further questions or concerns. Once again, thank you for your inquiry. We look forward to the opportunity to serve you. Best regards, [Your Name]
Conclusion
In conclusion, responding to customer inquiries is a critical aspect of providing excellent customer service and maintaining a positive reputation for any business. By promptly and effectively addressing customer concerns, businesses can increase customer satisfaction, build trust, and foster loyalty.
Furthermore, responding to customer inquiries can provide valuable feedback to businesses, helping them identify areas for improvement and make necessary changes. With various channels available for customers to reach out to, it’s crucial to prioritize responding to customer inquiries on all platforms to ensure a positive customer experience and maintain a loyal customer base.
Check out more Email Templates and Samples for Responding to Customers’ Enquiries
Very helpful! Thanks for writing this post.
Thanks for sharing comprehensive post, your post having informative & valuable content, it will be helpful, appreciated your efforts.
Really helpful and professional language. I am going to try these emails one by one.
Thanks. It helped me to be more organized while reaching client through email.