Sending out customer service emails is largely a waste of time. No matter how polite you are, no matter how ludicrously awful your experience was, 90% of the time “customer service” finds a way to make you feel really small or stupid. If they even reply at all.
Which is why I don’t send such emails out very often. I find a different product or service. Or I just suck it up.
(Sometimes, I write a blog post about it. But not very often, nobody likes a whiner.)
If you work in customer service, here’s the deal: when anyone takes the time to contact you, you have only one thing you need to determine real fast: is this person mentally ill?
If the person isn’t mentally ill, isn’t just batsh*t crazy, consider… listening.
When someone contacts you, they are taking their time to
- Tell you what they believe they actually did. Not what you think they did. Not what they said they were going to do, but what they actually ended up doing.
- How your product or service made them feel. Not how you thought it would make them feel, not how they thought it would make them feel, but how your product or service (or lack thereof) actually moved their emotions.
- The action induced by what they did and how that made them feel. Not “the action they said they would take,” but the actual, rubber-meets-the-road result of being your (possibly former) customer.
Your customer is giving twice, first by purchasing, then by taking their time to pursue resolution. You cannot buy this kind of customer research.
And no, they don’t automatically know all your in-house jargon. So yes, they’re probably going to have a really hard time explaining exactly what the problem is.
By the way, the comment rate on my blogs is about 1% (about average). Is your customer feedback rate any better than 1%? How do you know?