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Email and Chat Anatomy

6. Conclusion

5. Resolution

4. Summarize their Question/Situation

3. Congratulate or Empathize

2. Thank the Customer

1. Greeting



"Gratitude is the most exquisite form of courtesy." — Jacques Maritain

Thank you

It's important to always address the customer by their name. It makes the first connection—that this response is personal to them and their needs.

Example: - Good morning, [Customer Name]! - Hello, [Customer Name]! - Hi, [Customer Name]!

You never know what the customer may be dealing with in life. Just because our communication is written does not mean we omit character. Simple: be kind and understanding—care—celebrate their victories.

Example: - We're/I'm so happy to hear you like it! - I sincerely apologize. I can certainly see how that would be frustrating.

Finish your email with a simple goodbye and your name. They want to know with whom they've heard from! This step will also entirely depend on the matter of the email.

Example: -Appreciate your patience, / [Your Name] -Have a great weekend! / [Your Name]-Kindest regards, / [Your Name] -Thank you! / [Your Name]

This ensures that you and the customer are on the same page before moving on to the next step. It also solidifies to the customer that they've been heard and understood. At the end of the day, an upset customer just wants to be heard.

Example: -I'm sorry to hear you'd like to refund your subscription with us. [...] -I can certainly help you with placing an order through your account. [...] -Before I look into your order history, could you please provide me with...


It's good to thank them for their email, regardless of the context. Sounds odd—but it makes the customer feel appreciated. In the case of an extremely frustrated or angry email, it can shift the tone and tension to positive. Gratitude should always be given to a customer regardless of the matter at hand.

-Thank you for reaching out.-We/I appreciate you bringing this to our attention.-[Customer Name], / You are most welcome! Happy to help.-[Customer Name], / We are happy to help! Please don't hesitate to reach us if you have any other questions or concerns.

Don't be afraid to structure the details so that they're easy on the eyes. Omit as much confusion as possible—this entirely depends on how awesome you are at explaining tricky scenarios in your company

Here are a few examples of how you can successfully do this: - Step-by-step - Example(s) - Screenshots