A customer ordered a hand bag from our online store 14 days back. The order was shipped by us, and handed over to courier company same day when the order was placed.
The courier tried to deliver the order to the customer, but the customer's address as per the courier was wrong.
The customer is contacting us to check the status of his order.
Based on your understanding of situation 1 above, assuming you are the customer service representative, please draft a response to customer's email. Please make sure that your email is grammatically correct and properly formatted.
Answers
Answer:
When working with your support team members to improve their email strategies, encourage them to use language that feels natural. Contractions, slang, and even emojis are totally acceptable if they match the tone of the customer’s original message.
The more you allow your team to use their own language within customer service emails (while remaining professional, of course), the more natural the conversation will feel for your customers.
There’s another aspect of speaking humanly: Using the customer’s name. Using their name conveys that you see them as a person with an identity rather than just a faceless customer. The same goes for when your team members use their own names.
When customer service representatives use their names and identities for their signatures and avatars, it broadcasts individual people rather than faceless representatives for a big company. This level of identity can help deter customers’ problematic behavior and drive deeper relationship-building and mutual trust.
Humanize your responses as much as you can by encouraging your team members to be themselves, using language that feels natural, and recognizing that your customers are humans, too.