• #1. Example Email in How to Treat
    Customers in Business

    Timex showing you how empathy wins.

    Customer:
    Hi there,

    I was hit by a car on Saturday (a hit and run) on my bicycle. In addition to a broken collarbone, a load of road rash, and a broken phone, my beloved Timex was trashed in the process. The face and the surrounding bezel were scratched beyond repair.

    I was wondering if I could get an estimate on how much it might cost to fix it?

     

    (See picture)

     

    Thanks,

    Michael

    RESPONSE:

    Hi Michael,

     

    First of all I hope you are ok and wish you a speedy recovery. As for your watch, we will repair or replace it at no charge. We are sure you have enough to worry about after your accident and getting your watch repaired shouldn't be one of them.
    Please send it to my attention and I will take care of it.
    Please put a copy of this email in with the watch.

     

    Take care,

    Judy Hill/Customer Service

    And with an extra cherry on top...

  • TAKEAWAY

    Situations will occur, where there are more important things to worry about than your product. Let them know that.

  • #2. The Best Email Reply to a Customer Complaint (of all time)

    Zappos showing you how empathy and personality can go viral.

    SITUATION:
    A CUSTOMER SERVICE REP FROM ZAPPOS, NAMED PAUL, REPLIES TO A CUSTOMER'S UNFORTUNATE DILEMMA OVER A PAIR OF RAGGED SHOES THAT HAD BEEN DELIVERED.

     

    Hello [Person],

     

    Thank you for contacting the Zappos.com Customer Loyalty Team. My name is Paul and it would be a pleasure to put a smile on your face today!

     

    Those shoes are falling apart on you?! That is unacceptable and I am so sorry for that! Luckily for you, I was recently in an experimental lab explosion involving a lamp, a giraffe, and an expired pack of Bazooka bubble gum. As Captain Anomaly, I now have some totally awesome WOWing powers that I can use to take care of this for you!

    KAPOW!

     

    Whoa! What was that?! Look closely, do you see it? If I use my super vision, it appears to be a message from your bank statement. It says that in the next 2-10 business days, as soon as your bank authorizes it, you will see a credit of $89.99 from Zappos. But why?! Because I have refunded you in full for those shoes since they have fallen apart on you so quickly.

     

    WOOSH!

     

    Oh gosh! Did you witness what just took place? Quickly, look to the inbox of your e-mail. You should see a few e-mails from us, but one of those will contain a link to your pre-paid UPS return label! Just put that first item back into the original packaging and tape that new label on the outside wth clear tape. If you do not have a shipping box, any plain, unmarked cardboard box would work fine.

     

    Please be sure to remove the old shipping label, or cover it up entirely with the new one. Then, just drop that package off at any UPS store within the next two weeks.

     

    BLAMMO!

     

    Holy smokes! What could have occurred just now?! I have used my laser vision to vaporize that poor customer service experience, and have created a coupon for you to help mend your online experience wounds in this troubling time.

     

    That coupon is for $15 and is a one time use, non-refundable coupon that can be used on your next order within 90 days. Please accept this as a further apology for what has happened. The code to use that coupon is below for your convenience.

     

    As for the shoe, we do not have it in stock any longer, which is why I could not teleport a brand new one to you. I would assume it was probably a flue defect on that one particular item, but either way I apologize that this happened.  

     

    I certainly hope this helps. If you need anything else, please do not hesitate to let us know and we could be glad to assist you. I will even fly down there to handle that for you myself. Permitted that I am not busy saving kittens in trees, of course. Captain Anomaly, awaaaaay!!

     

    Thank you very much!

    Paul

    Customer Loyalty Team
    Zappos Inc

  • TAKEAWAY

    If you can do better than this, you're winning.

  • #3. A Sample Email in Dealing with an Abandoned Cart

    How Archival got creative with customers abandoning their cart due to high shipping costs.

    SITUATION:
    SOMEONE FROM ARCHIVAL SAW THAT A CUSTOMER HAD ADDED A SWEATSHIRT TO THE SITE'S "SHOPPING CART" BUT NEVER CHECKED OUT. THEY ALSO SAW HOW HIGH HIS SHIPPING COSTS WERE AND FIGURED THAT WAS THE CULPRIT.

     

    THEY IMMEDIATELY FOLLOWED UP WITH DOUG IN AN ATTEMPT TO FIND SOME CREATIVE WAYS THAT THEY COULD SHIP THE ORDER TO HIM FOR LESS:

     

    TO THE CUSTOMER:

     

    I did a shipping quote look up for you on the Archival Sweatshirt.
    Trying to find creative ways to get it to you, for less.

     

    First Class Mail, International - $15, typically takes 3 weeks on average to arrive not the advertised two weeks. If you don't mind waiting, we will even cover your shipping on that.

     

    FEDEX Economy, International - $30, arrives quickly and reliably.

     

    I know the shipping makes it tough to justify ;)

     

    Let us know how we can help.
    We do have some new stockists in Europe - but I don't think they are yet stocking our M-Tall sizes.

     

    Archival Clothing
    Office #
    Mobile #
    Website

    ///

     

    DOUG'S RESPONSE:

     

    Wow. My mind is blow. This is potentially the best customer service I have ever experienced. You definitely deserve a purchase just for this email. I don't even know how you knew about this - I am literally sitting here in awe telling everyone I'm with how great this is. I'm Canadian, and was going to wait until I'm back in Canada and get it sent there, but that will likely be a few months.

     

    My girlfriend wants to give you some business now, because she appreciates her some good customer service too. If we get 2 shirts can we get them both shipped at the $30 rate?

     

    Thanks a lot for the email.

     

    ///

     

    ARCHIVAL'S REPONSE:

     

    Yes, indeed.
    And I just lowered the flat rate shipping to $25 in the store.
    Let me know if you don't see that.

     

    Just trying to understand and assist our potential customers.
    It's all about you - else we wouldn't be doing what we do ;)

    Ask your girlfriend, if she wants to test one of our zip pouches.
    I'll add one in to the order. Most useful thing we make outside of our packs. Not kidding ;)

  • TAKEAWAY

    Don't be afraid, to every now and then, tweak the product in front of the customer. To let them know, you're still a work in progress.

  • #4. A Sample Email Showcasing How to Make Your Customer Feel Valued

    How PowerUp Apparel gets their customers to help spread the word about their brand.

    CUSTOMER:

    I received a Reddit Secret Santa gift and it was a t-shirt from your company. How hard would it be to exchange it for an XL? This is significantly too small for me.

     

    TO THE CUSTOMER:

     

    Hi Corey,

     

    If a Large is significantly too small, do you think an XL would be sufficient, or would a 2XL be better? Those American Apparel sizes tend to run smaller than other shirts.

     

    Also, regarding the exchange...Do you have someone else you know that could use the Large that you originally got?

     

    If you think you'd be able to re-gift it, or pay it forward, or whatever, why don't you just keep that one. We'll send out a second shirt free of charge, and you can just hang on to the original one and pass it along to another Arrested Development fan. Exchanges are always a hassle, and even more so since you got the shirt as a gift, so don't even worry about it.

     

    Besides, I'm a Redditor myself, and this somehow has to help my karma, right?

     

    Anyway, let me know if you'd prefer an XL or a 2XL, and I'll ship it out myself tomorrow to the same address.

     

    Thanks,
    Chris P.

  • TAKEAWAY

    Can you think of ways that are a win-win-win situation?
    Win for the customer - he gets a tee that fits.
    Win for the customer's friend - they get a sweet new tee.
    Win for the company - exposure to 2 new customers / axed the costs and hassle of an exchange