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The Relenta CRM blog

How not to write a customer support email

We use an online meeting software service who sent this terse reply when we complained about problems we had with a call the other day.

“Thank you for contacting [Company’s Name].

We have never received any complaints about the sound quality. I would try to use a different microphone, or maybe update your computer’s sound card’s driver.

If you need further assistance, call us at 8XX-XXX-XXXX to explore additional options.  Alternately, we have online resources available, so feel free to utilize the links below.  Otherwise, a ticket close notification and short survey will be sent to you in a few days.”

Whether this is true or not, why is this a bad customer-service email?

  1. No customer name was used. It’s not like they don’t know it. This email’s salutation actually says “Thank you for contacting [CompanyName].” As if this was an achievement that needed to be recognized. Dumb.
  2. The first solution was to blame the customer. While it may be the customer, a better response is to try to replicate his/her problem and make sure it isn’t you first.
  3. They forgot that the customer is the boss. (Kings are so two centuries ago.) Make sure to show respect for people who basically sign your paycheck. Do not belittle their problems. In the above example, what may been a well-intentioned plug for their company’s service, really seems like a put-down. The solutions were half-hearted and not specific. (The links were to the support area, not to specific support articles.)

A better reply?

“Dear Relenta,

Thank you for letting us know about the problems you had with the sound quality of yesterday’s call. While these problems are rare, they do occasionally happen. It could be a lot of different issues and we’d be happy to help you when you have time for a quick phone call.

In the meantime, here are links to some specific support articles that may help you troubleshoot the problem.

Nothing fancy, but it gets the job done and leaves me feeling much better about the service.

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