When tech people write tech support e-mails, they usually end up long, boring and confusing to the customer. Sometimes we get caught up with the idea of writing a clear one that we end up delivering a confusing one, we get caught up with the idea of responding with the perfect reply and yet customers often get more confused than before. How could we really respond almost flawlessly to customers? Here are 5 tips or to-remember points the next time you’re writing a response.
Fully understand the problem. You cannot ramble about everything that has something to do with technology and still end up not answering the customer’s question or not solving the customer’s dilemma; that is just widely unacceptable. You should know what the jackpot is and hit it hard. Know the customer’s problem and then try to solve that. The best way to get into it is to read the complaint over and over again and try to contemplate it in your head as clearly as possible. Know where the customer went wrong or what is wrong with the product. As soon as you understood, you can now start writing your reply.
When in doubt, try it yourself. Sometimes the response and solution needs a step by step process. Of course, you can understand your words and terminologies but imagine if a normal customer, who is not a graduate of a computer course, read your response. Will they be grateful at how easy your instructions were or will they be annoyed and irritated because your response is confusing? If you are not sure, try it yourself. If you’re sure they’ll understand then confidently reply.
Put yourself in the customer’s shoes. Empathize and try to be on their level. They are not as knowledgeable about computers as you are so be patient. Don’t think that just because your reply is already sent, you’re done with it. Try to get to know what is up with them, they may be going through something too heavy for them. The computer issues might be the tipping point for them. Personally send them apologies and make them feel that you are genuinely trying to fix the issue.
Be 100% grammatically correct. Since the fact that your help is needed by someone which indicates you’re smart and intelligent, might as well look smart through your words. Not smart as in using big words but use proper punctuation, proper grammar and make sure that there are no typographical errors. To avoid grammatical mistakes, focus on writing your reply and read it at least 3 times and really try to digest what you just wrote.
Think twice before saying no. Customers always want to know what’s cooking. Ask your manager if it’s possible to tell them and if it is, then tell them. Make sure to make them feel that instead of just being your consumer, they are also your partner. And if it’s not possible, don’t be too harsh in saying no. Make sure that they will feel that not knowing will be better for them than knowing. But right after answering their questions and resolving their issues. That is, after all, the reason for the e-mail.