Focus on the dos and don’ts of tone and language, and outline the sort of customer service you admire. It should provide guidelines but not stifle creativity. Style guides document all the unique elements that make up your brand so everyone on your team can provide a consistent experience across the board. If your customer comes in cracking jokes, though, mirroring their humor is a surefire way to make their day! 8. While emoji and GIFs certainly help, there’s still no sarcasm font, so choose every word with thoughtfulness and care. Gauge your rapport with the customer before attempting any jokes, sarcasm or irony - they don’t translate easily through text, so your intent can easily be misunderstood. Mirroring builds rapport and puts your customer at ease, reducing the amount of interpretation needed to understand what you’re trying to communicate. If they’re excited about something, bring the energy.įor a majority of interactions, the sweet spot is almost always “somewhat like your customer” but not a caricature of your customer. If they’re clearly angry, don’t be a chipper do-gooder - take it down a notch. Adjust based on the tone of the customer’s email.

If a customer is formal, for example, hold back on the LOLs. Mirroring your customer’s tone lets them know you’re on their side. If you don’t have the person’s name, go with a friendly, generic greeting: “Hey there!” 6. Just be sure to get it right - use the name they use! Sérgio is Sérgio, not Sergio. Your help desk should allow you to automate using the customer’s name. Dale Carnegie advised readers to “Remember that a person’s name is to that person the sweetest and most important sound in any language.” If you’re not using the customer’s name in your greeting, you’re missing an opportunity to use the psychology of consumer behavior to your advantage.

Here, the team can see immediately which emails are from customers who need help right away. Try setting up a folder separate from the main support queue where you can filter less-than-ecstatic messages. Of course, customers who are in a “pulling my hair out” situation want a resolution yesterday. It’s okay to let non-urgent emails sit a few extra minutes.

When you can modify your saved reply with the customer’s name and an acknowledgement of their specific issue within 30 seconds, it can make some people wonder if their email even got read.

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