Remember to read the entire conversation before responding. This helps you answer all the questions of the customer and address the issue in your first response.
Responding to all the concerns of the customer
Guidelines
- Show that you understand the issue by explicitly referencing it.
- If the issue is not clear or you need further information (photos, videos), ask all possible clarifying questions in your first message to avoid long back-and-forth.
- Base solutions and decisions on our agreed-upon processes and resources.
- Share information and updates with the customers and us in a timely manner.
- Answer all customer questions and address all concerns completely.
Examples
This is a personal message including gratitude and timely apology, explicitly addressing the customer’s return request and clearly describing the information they need and the reason for asking.
This is an impersonal message. It lacks gratitude and apology, or any friendliness. It’s not clear what the customer issue is or why a video is needed. The seller asked the customer to contact them outside of our ticketing system, which is not aligned with our processes, as we won’t be able to support the seller or the customer if the information is not visible for us.
Detailed and clear explanations
Guidelines
- Describe further measures and steps toward the resolution to avoid uncertainties and follow-up contacts.
- Provide the customer with a realistic timeline to manage their expectations.
- Be concise.
- Avoid internal technical terms (eg. instead of
ticket, use request).
Examples
This is a personal message including gratitude. It explicitly addresses the offered solution and acknowledges what the customer is eligible for. The tone is overall positive and reassuring.
This is an impersonal message. It lacks gratitude and apology, or any friendliness. It’s not clear what the customer issue is, how long the analysis will take, and what the customer can expect once it’s complete.