How to set up your acknowledgement email
How to set up an acknowledgement email for
a customer who has placed an
inquiry through your contact or support page.
- Most ISP's will provide an email auto-responder with your account. You can
set this up with your host. Check with your host, to see if you can set up
this time saving tool. An auto-responder sends an email to the original
sender, with a preformatted message.
Initial information you can communicate to your visitors, or include with
your auto responder:
- The inquiry has been received
- The problem is being reviewed or worked on
- The expected time frame for a formal response from a human being.
Some hints for dealing with visitors that bring a problem to your attention.
- Take care of the visitor, then take care of the problem.
- i.e. thank the customer for taking time out of their busy schedule to
communicate with you. Apologize for any inconvenience he has been put
through. Then address the problem
- Let your visitor know why the problem occurred.
- Let them know what went wrong, and how it can be avoided in the future.
- Give them as much information about their concern as possible.
- Provide a solution for your visitors inquiry
- Let them know what you are going to do about it
- Let them know what they can do about it
- DO NOT just acknowledge the problem, let your visitor know what can be
done about it!
- Start to build blank 'response templates' based on recurring inquiries.
- With a few emails under your belt, you can start to build a work or text
document that provides the solutions to many of the same questions.
- for example, one of the most popular email support questions we receive deals
with a 'bug' in the Swish 2.0 flash animation software. Although we
provide the answer several times in several places throughout the website, some
visitors are more comfortable using email to find the answer. We've
created a generic email response template to deal with this question. We
basically copy the information from our text file into the email , change
the name, address any specific questions, then send it off. Our generic
email template for this support question answers all the questions they
may have about the problem, why the problem occurs, and links to more
information about the software. Instead of spending 10 -15 minutes on
each support email for this very same and popular question, it only takes
about 1 minute to respond.
- Include your phone number. You should provide a phone number on the
website, but if you don't, then you could include it with your response.
Examples of how to respond to a customer inquiry or support email.
Worst case scenario -the customer complains and wants his money back!
You receive this email from a customer:
Last week I ordered a video card to upgrade my computer. When I received it,
I spent 2 hours trying to get it to fit into the mother board, following the
instructions that came with the video card. I have not made any progress, and I
wish to stop wasting my time and get a refund for this video card that does not
fit. How do I return this video card for a refund?
-- how to respond, de-constructed --
||address customer by name (VERY
|I'm sorry to hear that the video card you received did not fit
into your mother board. I've upgraded my PC a few times, and I know how
frustrating it can be when the parts do not fit.
||empathize with the customer, show him your human side.
|To receive a refund, please call us at
to receive your RMA (Return Merchandize Authorization) number. Then follow the steps listed below:
- Write the RMA number on your invoice, and the preprinted
return-shipping label. You'll find this with your original packaging. If
you do not have this information any longer, just ask for it when you
call, and we'll send out the new forms. You will need your RMA in order to receive your refund.
- Affix the return-shipping label, and the RMA number to the shipping
- Send it back to us via UPS or FedEX.
|Answer your customer question about how he can return his
video card for a refund.
|John, if you would still like to upgrade your video card,
you can call our service team at:
Our service rep will ask you a few questions about your computer, and
provide a list of video cards that you can use as a compatible upgrade.
Because of the
speed at which computers advance, it doesn't take long before parts are
outdated. We can provide the correct parts for most computer types, even
older PC's that need updating.
|Offer some useful information that will help your customer
solve his original problem. Upgrading his video card.
|John, if you need any assistance, please contact me directly
at my number, or email.
|personal closing to the email
1-866-555-1124 ext 555
|specific information for the customer to contact you