LL - Email Reviews, How to provide FCR

Rules for constructing a professional email and providing FCR:

Your goal is to be able to resolve each customer request (email ticket, chat, or phone call) completely, without the customer needing to respond back to you, or have any remaining needs or questions in relation to their request.

 Please include each item below. (These are the items your Manager/Team lead will look for in every email)

1. Start your email with a friendly greeting and call the customer by name. "Hi, Sally!"
2. Skip a line before starting the body of the email. 
3. First, thank the customer for contacting us, sharing, or providing feedback.
4. Next, apologize for any perceived loss of service.
5. Reassure them that their request will be fixed/resolved in a timely manner.
6. Provide an answer or resolution for EVERY issue or QUESTION they have. 
7. Provide clear, easy-to-understand instructions.
8. Personalize your email to their specific request. (Add a personal note to canned responses). 
9. Pay recognition to their return business, and/or thank them for being a special type of customer. "Thank you for being a loyal customer through our VIP program ". 
10. Always refer to complaints as "suggestions" or "feedback" and thank the customer for giving us their suggestion/feedback.
11. Always be proactive. Look for potential issues and solve them BEFORE they arise. (First Contact Resolution).
12. All emails should be written in the FIRST person (use I, instead of "we). 
13. Use the customer name TWICE in your response.
14. Close with an offer to help or assist.
15. Signature with your name and contact information. (this is auto-added in HelpScout)

Example:  

To a customer who reported that the login to her account didn't work and complained that the site needs to be more "user friendly". 

Note all the rules in #6 have been used in the reply.

"Hello, Nancy!

Thanks so much for contacting me about your account login. I'm sorry you are having trouble accessing the site. I'm happy to help you get it fixed!

I've reset your account login and you will receive a new password via email. The email will be sent to your email address (youremail@email.com). It should arrive soon, but if you don't see it please make sure to check your spam or junk box.

You will use the new password to login in here: URL

Thanks again Nancy, for letting me know about this. I really appreciate your suggestion about the site. I will be contacting our tech team to discuss your recommendation to provide "easy to understand" instructions and see if we can get those posted soon.

"We sincerely appreciate your continued business ".  

If you have additional questions or need further assistance with your log in please let me know.

Have a healthy day!

Signature. "

Always Send a follow-up email 

and make sure to FOLLOW through on each promise you made or we have made as a company.