When it comes to sending an email to customer service, some people may feel stuck. How do you craft these letters in email form, since they used to be done on paper? What kind of conventions or protocols apply to a customer service request? Although this differs by industry, region, and culture, there are some common guidelines for making sure that your customer service emails are effective.
Part One of Three:
Reviewing the Website Edit
Look for an answer. Before you sit down to write an email to the customer service department of any company, you should make sure that the answer to your question isn’t already on their website. Many companies have answers to common questions on various pages of their website, usually FAQs and support pages.
- You can usually find access to these sections of a company website by scrolling all the way to the bottom of any page and clicking a link that says “Contact Us” or “Help” or “Customer Service.”
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Find the customer support page. If you don’t see a link for customer service at the bottom of their website, you may be able to use the search box. There is often either a field you can type into or the icon of a magnifying glass in the upper right hand corner of a company’s homepage. Type in search terms like “customer service” or “contact” and hit enter.
- Often the “Contact Us” page is where companies will provide an email field for customers to submit their comments or complaints.
- Check this page to make sure that you will be emailed a copy; if not, search the website for an email address to use in your personal email account so that you can keep a record of your correspondence.
Use the search bar. Search for the item you have a question about in the same search bar that you used to find the customer service email address. Searching for your issue or question this way can reveal the answer without having to send an email at all. 
- This is essential to appearing intelligent and garnering respect when you do send an email. If you write about something that already appears on the website, the customer service team may see you as a demanding and lazy customer, and therefore not profitable.
- Check the FAQs as well. Many times the answer to your question has already been asked and published in the form of a Frequently Asked Question. That’s why many websites have such a page: to keep customer service emails to a minimum.
- Even if you don’t find an answer under one of these links, it is useful to look through them because you can use your extra knowledge of the company to get what you need from them in your email.
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