Problem Identification

Email Customer Service

Step By Step Approach
 Gather all information the customer
has provided
 List the main problem

 List other problems as :

 Sub problem 1
 Sub Problem 2
 Attempt to describe the problem in
your own words in order of
importance to customer
 Do not repeat the words of the
customer
 Acknowledge the problem as you
understand it
 Assure the customer what is not
causing the problem ( if the customer
believes so)

 Start Trouble Shooting

 Path 1:If you need more information ,
ask the customer
 Go to close

 Path 2:If you are sure about the

cause, suggest alternate solutions
 Proceed to close
 Path 3:Ask for specific information
and suggest solutions meanwhile
 Proceed to close

 Suggest measures to trouble shoot if

the issue re occurs
Format
 Use a format that is comfortable to
to the reader’s eye

 Opening
 Follow the guidelines of the client

 Issue Acknowledgement:
 Maximum three lines. Each line not
exceeding 15 words
Format
 Resolution
 Begin with assurance (if needed)
 Check if you have all the information
 Use a step by step method if the
instructions are many (Step 1,Step 2
Step 3 and so on)
 End with assurance that it will work
Format
 Closing
 Follow the guidelines of the client

 Check for correctness

 Idea sequence
 Sentence construction
 Choice of words
 Spelling accuracy
Some Suggested Phrases /
Expressions
 I am pleased to inform you that.....
 We would appreciate if you can
provide specific information like exact
error message or ................to help
us to serve you better.
 I apologize for the inconvenience
caused when ………..
Some Suggested Phrases /
Expressions
 I apologize for the delay in
responding to your e-mail message.
 We usually send you an e-mail
notifying you of this, and I apologize
if you did not receive it.
 I realize that you have been greatly
inconvenienced by this situation.
Please accept our sincere apologies
for any inconvenience.
Some Suggested Phrases /
Expressions
 Thank you for bringing this issue to
our attention. We appreciate your
continued association with WebEx.
 We appreciate your patience and
understanding.
 I hope this information is helpful. If
you still require assistance after
consulting our online resources,
please write back to us.