About
Customers’ queries are an opportunity to share information about the company or product and showcase your customer support. Providing quality support through well-written, helpful responses can help to impress the customer with your knowledge and attentiveness and, ultimately, your company.
Writing Tips: Response to a Query
A response to a customer query follows basic rules of politeness that you would use with any customer. Similarly, customer service e-mail should follow basic rules for professional email. Be polite and remember your netiquette. Before you send the email, fix any typos or spelling and grammar problems.
Other rules for polite and effective e-mail:
Focus/Purpose
- Do not burden customers with information they don’t need.
- Be as brief as possible but ensure that you answer the customer’s question.
- Tell customers only what they need to know to answer their question.
- Additional details, however interesting, will only confuse them.
- Do not burden customers with information they don’t need.
Development/Elaboration
- If you have to say ‘no’, explain why.
If you don’t explain when customers make requests that you can’t fulfill, they will think you don’t want to help them. Make it clear that you’d be happy to help if you could. - Refer customers to additional resources.
- Supply a link to online help materials if possible.
- Be sure that you give the link to the actual page that answers the question or related questions.
- If you have to say ‘no’, explain why.
Organization
- Organize information clearly, grouped by topic.
Customers who can find the information they want, quickly and easily, will be more pleased overall with the response. - Use formatting to enhance readability.
Use bulleted or numbered lists, headings, and bold or italic fonts to make information stand out. Don’t overdo it, though, or you’ll make the e-mail unreadable.
- Organize information clearly, grouped by topic.
Language/Style
- Use a friendly, helpful, upbeat tone.
Be careful that your words convey the right attitude. A friendly, helpful, upbeat tone conveys to customers that you are sincerely interested in helping them. - Be clear, logical, and obvious with your meaning.
- Put the answer in terms customers can understand, without being condescending.
- Make your answer as straightforward and literal as you can.
- If you must instruct the customer on how to resolve the issue, make sure they are in the order in which they should be performed.
- Avoid jargon.
- Avoid any wording that tempts you to add abbreviations or emoticons.
- Don’t use text shorthand.
- Use the active voice and short, uncomplicated sentences.
The active voice tells the customer what to do, which steps to take. Instead of saying, ‘Your query is being looked into,’ say, I am looking into your query’ - Use the customer’s expressions.
Adapting to the customer’s language helps you to communicate more effectively. As long as you both know what’s meant, use the terms they use. Correcting customers makes them feel foolish and serves no practical purpose unless it is critical to understanding one another or communicating with other people within your company.
- Use a friendly, helpful, upbeat tone.
Above all, remember who your customers are. They pay your wages. Without them, you wouldn’t have a job.
If you can answer the customer’s question
Consider the purpose of the inquiry and the information that you have available when writing your response. Even the simplest questions deserve a thorough, respectful answer. The guidelines presented here can help you craft a professional, useful response.
Things to consider when writing your response:
Does the customer have previous experience with your company?
- Tailor the amount of information that you give to the customer’s knowledge about the company:
- If he or she is a regular or returning customer, you may not need to provide as much background information, or you may need to emphasize a recent policy change.
- If a customer is unfamiliar with your company, you may want to provide links to a company website with your response.
- Tailor the amount of information that you give to the customer’s knowledge about the company:
What is the customer asking exactly?
- Read the customer’s query carefully.
- Do not assume you know the answer before you have fully read the question.
Is this question answered by company policy or on a website?
- Refer to this information as you write your reply.
- Copy or restate the pertinent information in the body of your e-mail, highlight how it relates to the query, and include a link ‘for more information’.
- Do NOT simply include a link to general posted information.
Do other recent company changes, updates, or offerings affect or relate to the customer’s query?
- Make sure that you are giving the customer the most relevant and useful information.
- If the focus of the customer’s question is outdated or obsolete, explain this politely before providing information about recent developments.
- Do not just skip over the customer’s query when moving on to current, relevant information. This can confuse and irritate the customer, who may not understand why you did not answer their question directly.
If you cannot answer the customer’s question
There are many situations in which you do not have an answer for the customer’s query, but the customer deserves a polite and helpful response nonetheless. These situations may result from misdirected customer questions, company privacy policies, or rare, difficult inquiries.
Although you cannot help the customer with their query directly, you may still be able to direct them to relevant resources and information. Consider the customer’s case carefully, apologize for your shortcomings, and try to be as helpful as possible.
Things to consider when responding:
Is the customer’s query simply misdirected?
- If another department, or a higher-up, can better handle the customer’s question:
- Let the customer know that you are passing on their request for information.
- Explain why this is a better source for the desired information.
- Provide the contact information in the relevant department in case the customer needs to contact them again.
- Tell the customer what you are doing on your end to follow-up with their query, such as forwarding their original correspondence.
- Also tell the customer what they should do or expect to do, to prevent confusion and unnecessary replies to you.
- Reiterate your willingness to help in appropriate situations and define your role so that the customer knows when to contact you for assistance.
- If another department, or a higher-up, can better handle the customer’s question:
Does the customer ask about sensitive, private, or proprietary information?
- If the customer requests information that you should not give out:
- Be polite but firm.
- Explain to the customer why you cannot give them the information that they are requesting.
- Offer or direct the customer to information that is publicly available that might answer their questions.
- Provide references for further information if you think that someone else might be able to be of more assistance.
- If the customer requests information that you should not give out:
Does the customer request information that is not yet known or available?
- If the customer’s query addresses a situation that has not yet been determined:
- Thank the customer for their question and interest.
- Explain that the information they are requesting is not available at this time.
- Explain how the customer’s question will be logged and considered.
- If the customer’s question is being currently resolved, or an answer will be available in the future, tell the customer how and when this information can be found.
- If you feel the customer’s question should be addressed, bring it to the relevant people in your company, and tell the customer how you are following up on their query.
- Be honest. Do not make up an answer or make false promises about follow-up with the customer or within the company.
- If the customer’s query addresses a situation that has not yet been determined:
Has the customer requested information that is outdated or irrelevant, such as details about a product that is no longer available?
- If the customer inquires about an outdated product, service, or promotion:
- Thank the customer for their interest and question.
- Apologize and tell them that the product, service, etc., about which they have inquired is no longer available.
- If it is appropriate, public knowledge, and does not harm the image of the company, explain why it is not available.
- Inform the customer of future availability or appropriate substitutes.
- Be focused and tactful when suggesting alternatives. The customer may be turned off by what seems to be a sales pitch.
- Look for details in the customer’s original query that indicate why they are interested in the outdated option and try to find other products that offer the same benefits.
- Tailor your response to the customer’s needs.
- Do NOT throw in a canned pitch or push a product.
- Be honest. If you really cannot help the customer find what they want, refer them to someone who can.
- If the customer inquires about an outdated product, service, or promotion:
Elements of a Response to a Query
Most of the elements of a response to a query from a customer are the same even if you don’t have an answer for the customer, but there are some differences that you should be aware of. The lists below help you identify what you’ll need to craft a response that your customer can understand and appreciate with or without direct answer to their question.
Response with Answer
When you do not have an answer to a customer’s query, it is still important to be attentive to the customer. Using a polite tone and focusing on the customer’s query shows that you considered the customer’s question carefully. Although you cannot provide a clear answer to the customer’s question, you may be able to provide other information that will help them.
Clear, specific subject lines
- Include the topic of the customer’s query.
- Try to make sure that the customer and your colleagues can identify the content of the message by its subject line.
Appropriate greeting
Follow company protocol or the customer’s lead to determine how formal to make your greeting. The formality of a greeting serves to make the customer feel at ease or valuable within the customer-company relationship.
For instance, if the customer addressed their letter, Dear Sir or Madam, and signed it, Sincerely, Dr. John Ipso, he may not be comfortable with a reply that opens Hey John.
Taking these small matters of attention to the customer into account can yield a much better relationship in the end.
Introduction and acknowledgement
- Introduce yourself to the customer and acknowledge that you have received the query.
- Tell the customer who you are and that you are responding to their query.
- Express that you will try to help find answers to their questions.
- Acknowledge your limitations in doing so early.
- Introduce yourself to the customer and acknowledge that you have received the query.
Specific reference to the customer’s query
- Restate the customer’s question to remind you both of what you are trying to answer.
- It may be simplest to copy and paste the question into your reply.
The answer
- Present the answer or solution in simple language that the customer can understand.
- Present information logically and define difficult or potentially unfamiliar terms.
- Use brief examples or instructions to help the customer understand your response.
- Remember that while you know this information very well, your customer may not be as aware of jargon and terminology.
For example, if referring the customer to a product’s SKU:
- Note that the SKU is an identifying number that refers to a specific product and where they can locate the SKU on the product, website, or page that they can access.
- You do not need to tell them that SKU stands for Stock Keeping Unit because this information does not help them understand what or where it is.
- Present the answer or solution in simple language that the customer can understand.
Summary of follow-up actions
- Summarize follow-up actions that have been taken to resolve the customer’s question.
- If the customer’s question has been referred to another person, or the answer to the customer’s question will become available, explain the process to them.
- Reassure the customer that you or someone else is looking into the question they have raised.
- Summarize follow-up actions that have been taken to resolve the customer’s question.
Further, related information and contact
- Direct the customer to further information related to their query, such as another department or a page within your website.
- Provide the most specific links or references possible, and tell them what information they will find:
- If you refer them to another department or area in the company, let them know what information they should have on hand and who they should consult there.
- If you are the most appropriate return contact, tell the customer that you are willing to be of further assistance and include how and when you are available.
Appropriate complimentary close
- Use an appropriate closing that sets the tone for what you said in the body:
- A casually written e-mail may close simply with Thank you.
- More formal e-mails may close with Sincerely or Regards.
- Each closing should be followed by a comma and your signature two lines below.
- Use an appropriate closing that sets the tone for what you said in the body:
Email signature
- Make sure you or the authorized person in your department signs the letter.
- Include contact information or v-card if it is appropriate in your company to do so.
Response with No Answer
When you do not have an answer to a customer’s query, it is still important to be attentive to the customer. Using a polite tone and focusing on the customer’s query shows that you considered the customer’s question carefully. Although you cannot provide a clear answer to the customer’s question, you may be able to provide other information that will help them.
Clear, specific subject lines
- Include the topic of the customer’s query.
- Try to make sure that the customer and your colleagues can identify the content of the message by its subject line.
Appropriate greeting
Follow company protocol or the customer’s lead to determine how formal to make your greeting. The formality of a greeting serves to make the customer feel at ease or valuable within the customer-company relationship.
For instance, if the customer addressed their letter, Dear Sir or Madam, and signed it, Sincerely, Dr. John Ipso, he may not be comfortable with a reply that opens Hey John.
Taking these small matters of attention to the customer into account can yield a much better relationship in the end.
Introduction and acknowledgement
- Introduce yourself to the customer and acknowledge that you have received the query.
- Tell the customer who you are and that you are responding to their query.
- Express that you will try to help find answers to their questions.
- Acknowledge your limitations in doing so early.
- Introduce yourself to the customer and acknowledge that you have received the query.
Specific reference to the customer’s query
- Restate the customer’s question to remind you both of what you are trying to answer.
- It may be simplest to copy and paste the question into your reply.
Explanation for no answer
- If you do not have an answer, explain politely why you do not have an answer.
Apologize, and briefly tell the customer why their query cannot be answered by you or at the present time.
Referral to alternative information/resources
- Direct the customer to alternative information or resources that may help them with their query, such as another department or a page within your website.
- Note how alternative information may be of help in spite of not directly addressing the customer’s query.
- Be specific when directing the customer to additional information regarding their query.
- Tell them what information they can find and provide the most specific links possible to that information.
- If you refer them to another department or area in the company, let them know what information they should have on hand and who they should consult there.
- Direct the customer to alternative information or resources that may help them with their query, such as another department or a page within your website.
Expression of willingness to help
- Express willingness to help in the future.
- Let the customer know that you will be happy to help with future inquiries and issues.
- Briefly define your role, so that the customer knows when it is appropriate to contact you for assistance.
- Express willingness to help in the future.
For example, this statement succinctly tells the customer that your area of knowledge is purchasing and return policy: If you have any questions about purchasing or return policies in the future, I would be happy to help. You can reach me at name@email.com, Monday through Friday.
Appropriate complimentary close
- Use an appropriate closing that sets the tone for what you said in the body:
- A casually written e-mail may close simply with Thank you.
- More formal e-mails may close with Sincerely or Regards.
- Each closing should be followed by a comma and your signature two lines below.
- Use an appropriate closing that sets the tone for what you said in the body:
Email signature
- Make sure you or the authorized person in your department signs the letter.
- Include contact information or v-card if it is appropriate in your company to do so.
See a Model: Response to a Query
Response to a Query (Needs Revision)
(Company name)
(Company address)
(Company state and Zip Code)
(Phone number, e-mail address, website)
Wednesday April 4th 2007 (Item 1)
Mr. Dubrowsky (Item 2)
456 Pine St.
Philadelphia, PA (Item 3)
Mr. Dubrowsky: (Item 4)
We don’t have what you are looking for, (Item 5) but you should try our model #33342. (Item 6) Its almost the same, and (Item 7) its (Item 8) cheaper. (Item 9) I can ship it (Item 10) our today if you want. (Item 11)
I heard someone say we might be getting the one your looking for, but I don’t no when. Might be a while. How about the other one.
BTW (Item 12) – all of this information is on our website at www.ourproducts.com. (Item 13) If you can’t find it, ask a teenager to help you. My kids know more about all that than I do. (Item 14)
I hoep (Item 15) this was a help. Give us a call or go to the website to place the order. Hope to here from you. (Item 16)
Thanks, (Item 17)
Michelle (Item 18)
(Item 19)
Notes about Response to a Query (Needs Revision)
Item 1. Do not include the day of the week, or “th” after the day. Also, use the correct date format: month/date/year i.e. April 4, 2007
Item 2. If writing a letter, always include the customer’s first name in addition to last name in the inside address.
Item 3. Write out the address to which you are mailing your reply. This is called the inside address. Do not forget to include all information, such as zip code.
Item 4. Always use a proper greeting, such as Dear, before the customer’s title and last name.
Item 5. Open the letter with a friendly but professional greeting. Express some regret that you are not able to give them exactly what they are looking for.
Item 6. Go more softly into the recommendation.
Item 7. Watch contractions and proof your letter. This should be “It’s” for “It is” rather than “IT”
Item 8. Watch contractions and proof your letter. This should be “It’s” for “It is” rather than “IT”
Item 9. Use professional, adult words such as inexpensive or “more reasonably priced”
Item 10. This offer of a substitute is too aggressive.
Item 11. Watch out for typographical errors and mistaken words.
Item 12. Although many people know this means “By the way,” such abbreviations have no place in a business letter.
Item 13. Customers know we have a website. They are looking for more personal help.
Item 14. Too personal, potentially insulting, and inappropriate. There could be any number of reasons the customer wants your help.
Item 15. Misspelled
Item 16. “hear” not “here”
Item 17. Use “Sincerely” as the complimentary close.
Item 18. Use your full name or within the guidelines of your company.
Item 19. Include your title and extension if available.
Response to a Query (After Revision)
(Company name)
(Company address)
(Company state and Zip Code)
(Phone number, e-mail address, website)
Mr. Justin Dubrowsky
456 Pine St.
Philadelphia, PA 19140
Dear Mr. Dubrowsky:
Thank you for your inquiry regarding whether or not we carry the teal blue wool cardigan in a large and manufactured by Joe’s Cardigans. (Item 1) Unfortunately, we do not carry that brand any longer. (Item 2)
Although it is not exactly what your mentioned in your request, we do have a similar sweater in teal blue by another quality manufacturer at about the same price. You can find a photograph of it in our winter catalogue on page 57, or on our website at www.ourprodcuts.com/mens It is product #33342, and we have plenty in stock. We have a variety of shipping options, and I could send one out to you if you would like to see it. As with all of our products, your satisfaction is guaranteed. (Item 3)
You also mentioned that you have not shopped with us before. We offer a 10% discount to all new customers who spend $50 or more for their first purchase. This sweater would qualify you for that discount.
We apologize that we did not have exactly what you are looking for. Please let us know if you would like to try the alternative suggestion or if we can help you with anything else.
Thank you for contacting our company.
Sincerely,
Ms. Michelle Davis
Customer Service Representative
215-555-1234 ext. 123
Notes about Response to a Query (After Revision)
Item 1. This can be a car part, book, food item, or anything else your company offers.
Item 2. Open the letter with a friendly but professional greeting. Express some regret that you are not able to give them exactly what they are looking for.
Item 3. Be soft in a recommendation for another product to avoid sounding like you are ignoring the customer’s actual request in favor of a pitch for another product.
Revision Checklist: Response to a Query
Focus/Purpose
Do you refer to, or restate, the customer’s query in the beginning of your letter?
- Restate the customer’s query. You may want to copy and paste the original complaint into your reply.
- Respond directly to the questions that the customer raises.
- Double-check that you have responded to all of the issues in the customer’s query.
Do you answer the customer’s questions clearly and completely?
- Be direct in your answers.
- Answer questions one at a time, in a logical order.
- Summarize major steps or components of your answer.
- Provide detailed information about these steps or components.
Have you only included the information that is necessary to answer the customer’s question?
- Stay on-topic. Information that the customer does not find relevant to his or her questions may confuse him or her.
- Take out additional information that does not directly relate to the customer’s query. You can offer it in links if you think the customer may be interested in it.
- Make sure that you do not include sensitive or private information.
- Do not speculate—include only information that is public and verifiable.
Development/Elaboration
Have you presented all of the necessary information clearly and directly?
- State instructions for follow-up in clear steps. Numbered lists help break instructions into simple steps.
- Make clear who is responsible for what actions.
- Provide contact information with related instructions so the customer has all the necessary information in one place.
- Avoid jargon when possible. Use terms that the customer uses as long as you are sure that you understand what is meant.
Do you provide useful, specific references and links to additional information related to the customer’s query?
- Provide links to more detailed information on a website or reference where the customer can find more information.
- Be as specific as possible. Link to pages that are related to the customer’s question, not the general homepage.
Have you expressed your willingness to be of assistance in the future and provided contact information?
- Tell the customer that you are available and happy to help with future inquiries.
- Provide your contact information in the body of the letter, even if you also include it in your header or signature.
Organization
Is important information easy to find?
- Divide the body of your letter into paragraphs by topic.
- Group related information into each paragraph:
- Introduce yourself and state that you are replying to the customer’s query. Restate the query.
- Provide the answer and related information. If your answer includes lists of options or instructions, set these off in their own paragraphs.
- Provide contact information and express your willingness to help in the future.
- Group related information into each paragraph:
- Put the most important information at the beginning of paragraphs.
- Use bulleted or numbered lists to clarify sets of options or instructions.
- Divide the body of your letter into paragraphs by topic.
Are your ideas and information organized and logical?
- Organize ideas so that they follow each other logically.
- Use transition words to make connections between ideas clear.
Language/Style
Do you maintain a friendly, positive tone and use proper language?
- Use a friendly, positive tone that is appropriate to your company’s image and policy.
- Write out words using the proper spelling. Do not use slang or informal terms.
- Avoid jargon and technical terms.
- Define technical terms that you must include and provide examples to help clarify your meaning.
Do you write in the active voice?
- Use the active voice to be more direct.
- Put active subjects—such as I or we—in the beginning of sentences.
- Do not put inactive subjects—your query or the situation—at the beginning of sentences.
- Put action words at the beginning of sentences when giving instructions.