Customer Success - Email Answering Guide
When sending an email from the service account, make sure to use your individual email as the “from” address so that the customer receives a personal email. To ensure that service is getting the email conversation make sure to cc: the service email.
Example: From: levi@locdoc.net To: Customer CC: service@locdoc.net
CORE VALUES IN EMAIL INTERACTIONS: We have 8 Core Values which are each integral to our operations and interactions as a company. Here are these values and some applications of these values to the email answering process:
DEFINED EXPECTATIONS: Let the customer know what they can expect from our services and scheduling. Be sure to clearly define what is expected of the customer (meeting onsite, collecting payment, information needed, etc.) Ask any questions necessary, and if necessary, make a phone call to ensure expectations are set.
CONSISTENT COMMUNICATION: Communicate clearly any important information to the customer that will impact them, and be sure to communicate with our team members as well. Copy all team members that need to be included in the email conversation.
CULTIVATE TRUST: As we consistently deliver in our expectations and communications our customers and team members will trust us more. We must focus on the small things and be patient.
OUTRAGEOUS KINDNESS: Treat team members and customers BETTER than you want to be treated. Put yourself in the customer’s shoes, and ask what response or attitude you want to hear.
COURAGEOUS HONESTY: Don’t hide mistakes or things which may reflect negatively on you or the company. Honesty looks better than competency.
REFINED QUALITY: One service request with 100% quality is better than 100 service requests with less quality. Make every email the most important email, don’t lose sight of our values because of email volume.
UNEXPECTED CLEANLINESS: Keep your desk clean and clutter free, keep your desktop clean and organized, make sure all important documents and processes are accessible. Keep inboxes up to date, make sure you are answering and resolving emails throughout the day.
INTENTIONAL EXECUTION: What does a good email look like? A happy customer? Visualize this goal and make it your priority for each and every interaction.
ANATOMY OF AN EMAIL: Every email is different, but there are several areas in which we can respond consistently to give the customer confidence that we can help them, and assurance that we value their business.
4 Parts of an Email Response
Greeting
Information/ Questions
Resolution
Closing
GREETING:
Be Personal and Informative
Give Assurance to the Customer
“Hi (Customer Name), we can absolutely take care of this!”
“Thanks for your email (Customer Name), we would be glad to get this scheduled.”
INFORMATION/ QUESTIONS:
Ask any clarifying questions for information. Do not ask open ended questions which can lead to unnecessarily long email chains, ask specific questions with a yes or no answer.
Ensure you have all the information for WHO and WHERE the customer is.
Use LOCKS as a guide for getting information on the issue. Does the door lock/unlock properly? How does it Open? Close? Does the key work? Are there any visible structure issues?
“Can you confirm the address for this service?”
“You said that the door is having issues, which of these issues would you say you are having with the door? -Not Locking Properly-Not Closing/Opening Properly-Keys are Not Working-Door is having Alignment issues”
RESOLUTION:
Communicate Scheduling and any other actionables we can provide for the customer.
Provide any information that will be helpful for the customer, especially with our processes. (collecting payment, meeting onsite)
“We can have the technician onsite (Scheduled Date) to take care of this issue. They will call when on the way and they will collect the balance when the work is complete. Are you the proper contact for meeting onsite/payment? ”
CLOSING:
Make sure to show appreciation(if you have not already) and make yourself available for any further assistance.
“Thanks so much for your email (Customer Name), if you need anything else please let me know!”
“Thanks! Please email or call if you have any other questions or concerns!”
TOO MANY QUESTIONS? MAKE A CALL!
It is important to note that there are plenty of opportunities to ask questions for clarifying information when necessary. However too many questions in an email can cause confusion and be a waste of time. Please consider this and make a phone call to the customer when necessary.
PERSONALIZATION TRUMPS PROCESS!
These are rules of thumb to help you remember the important opportunities in the conversation to ensure the customer has a great email experience. Our Core Values should be your primary guide for all interaction and decision making. If you feel there are ways in which you can improvise that will greater demonstrate our Core Values to the customer and to our team members, we strongly encourage you to take ownership of this process, and communicate with your team so that we can all improve together.