Writing Customer Service Emails

I increased my open rates by 17% with these 5 subject line tests: Your subject line is the first impression your email makes. It determines whether your audience opens the email or skips it entirely. Here are 5 subject line tests I ran that actually moved the needle (and why they work): 1. Add Personalization: Instead of: “Improve Your Email Marketing Results” I tested: “Chase, These Email Tips Could Boost Your Revenue” Why this works: Seeing their name feels personal and grabs attention in a crowded inbox. Personalization also shows you’ve tailored the content specifically for them. --- 2. Tap Into Curiosity: Instead of: “Email Marketing Strategies for Your Business” I tested: “You’re Leaving Money on the Table with Email” Why this works: Curiosity compels people to open. But the key is delivering on the promise—your content has to match the intrigue, or you’ll lose trust. --- 3. Create Urgency: Instead of: “How to Improve Your Email Campaigns” I tested: “Last Chance to Fix This Email Mistake” Why this works: FOMO (fear of missing out) gets people to take immediate action, especially when there’s a sense of a ticking clock. --- 4. Go Shorter: Instead of: “Here’s Everything You Need to Know About Email Marketing” I tested: “Better Emails, Today” Why this works: Short, punchy subject lines cut through the noise, especially on mobile where 50%+ of emails are opened. --- 5. Use Numbers or Specificity: Instead of: “Email Tips for Business Owners” I tested: “3 Subject Lines That Boosted Open Rates by 17%” Why this works: Numbers and specificity make your email feel actionable and credible. People know exactly what they’re getting. --- The Big Lesson: Your subject line is your email’s best salesperson. Start testing small variations today—personalization, curiosity, urgency, or brevity. Even a 1% improvement across a large list can make a massive impact. What’s the best subject line you’ve tested?

Gmail is a powerful tool for administrative professionals looking to streamline their workflow and enhance productivity. Here are some quick tips to use Gmail more efficiently: 1.     Utilize Keyboard Shortcuts: Gmail offers a range of keyboard shortcuts that can significantly speed up your email management. Enable shortcuts in your settings and learn the basics like 'c' to compose a new message, 'e' to archive, and '/' to search your mail. 2.     Create Filters and Labels: Organize your emails automatically by setting up filters to label, archive, star, or forward your mail based on specific criteria. This helps manage large volumes of incoming mail and keeps important emails from getting lost. 3.     Use the Schedule Send Feature: Prepare emails ahead of time and schedule them to be sent later. This is perfect for managing communication across different time zones or ensuring messages are sent at optimal times. 4.     Employ Templates: If you often send similar responses, use Gmail’s template feature (formerly known as 'Canned Responses'). This allows you to save and reuse common message formats without rewriting them. 5.     Integrate with Google Tasks and Calendar: You can directly add emails to Google Tasks or create Calendar events from emails. This integration ensures you keep track of follow-up actions and deadlines directly from your inbox. 6.     Leverage Advanced Search Operators: Master Gmail’s advanced search operators to find specific emails quickly. For example, searching 'from:example@mail.com has: attachment' will show all emails from that sender with an attachment. 7.     Utilize Smart Compose and Smart Reply: Enable these AI-driven features to help you write emails faster. Smart Compose suggests text as you type, while Smart Reply offers quick responses based on the received email. 8.     Configure Desktop Notifications: To stay on top of critical emails, set up desktop notifications to alert you when specific emails arrive, especially from important clients or team members. 9.     Manage Emails with Stars and Importance Markers: Stars and importance markers highlight emails that need urgent attention or follow-up, helping you prioritize your workload effectively. 10. Use Confidential Mode: When sending sensitive information, use Gmail’s confidential mode to set expiration dates for messages or revoke access anytime, adding an extra layer of security to your communications. By utilizing these features, administrative professionals can handle their email tasks more effectively, saving time and increasing their productivity in the workplace.

Years ago, I watched one of the best enterprise salespeople I've ever known lose a million-dollar deal simply because "𝗜 𝗱𝗼𝗻'𝘁 𝘄𝗮𝗻𝘁 𝘁𝗼 𝗯𝗲 𝗽𝘂𝘀𝗵𝘆". This brilliant, capable professional was letting million-dollar opportunities slip away because she was afraid of seeming aggressive. Sound familiar? Here's the reality I've found after analyzing thousands of sales interactions: The average B2B purchase requires 8+ touches before a response, but most salespeople give up after 2-3. 𝗧𝗵𝗲 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝗶𝘀𝗻'𝘁 𝗳𝗲𝘄𝗲𝗿 𝗳𝗼𝗹𝗹𝗼𝘄-𝘂𝗽𝘀—𝗶𝘁'𝘀 𝗯𝗲𝘁𝘁𝗲𝗿 𝗼𝗻𝗲𝘀. Working with clients across industries, I've developed what some have called the "Goldilocks Sequence" – not too aggressive, not too passive, but just right for maximizing response rates without alienating prospects. It starts with how we view follow-ups. Stop thinking of them as "checking in" and start seeing them as opportunities to deliver additional value. For each client, we build what I call a "Follow-Up Content Library" with 5-10 genuinely valuable resources for each buyer persona – a mix of their content and third-party research addressing likely challenges. Having this ready means follow-ups can pull the most relevant resource based on the specific situation. The sequence itself has a rhythm designed to respect the prospect's time while staying on their radar: 𝗗𝗮𝘆 𝟭 is the initial value-focused outreach with a specific insight (never generic "I'd like to connect" language). Around 𝗗𝗮𝘆 𝟯, we send a gentle bump, forwarding the original email with: "I wanted to make sure this reached you. Any thoughts on the [specific insight]?" It's brief and assumes positive intent. By 𝗗𝗮𝘆 𝟱, we shift to an alternative channel like LinkedIn, with a personalized note referencing the insight, but still no meeting request. Around 𝗗𝗮𝘆 𝟴 comes the pure value-add – sharing a relevant resource with no ask attached: "Came across this [article/case study] that addresses the [challenge] we discussed. Thought you might find it valuable regardless of our conversation." 𝗗𝗮𝘆 𝟭𝟮 brings what I call the "pattern interrupt" – a brief email with an unexpected subject line and single-question format that's easy to respond to. Then, around Day 18, we send the "permission to close" message: "I'm sensing this might not be a priority right now. If that's the case, could you let me know if I should check back in the future? Happy to remove you from my follow-up list otherwise." This sequence generated a 34% response rate for an enterprise software client compared to their previous 11% using traditional methods. The key difference? Every touch adds legitimate value rather than just asking for time. And because it's systematic, it removes the emotional weight of deciding when and how to follow up. What's your most effective follow-up technique? I'm always collecting new approaches to share with clients. #SalesFollowUp #OutreachStrategy #PipelineGeneration

How you say it matters more than what you say. Even when you are saying the right things. Tonality is more important than you think. You could have the perfect pitch, the right words, and still miss the mark if your tone doesn’t connect. Think about it. How many times have you walked away from a conversation feeling misunderstood? Not because of what was said, but because of how it was said? ==================== In sales, tonality is the bridge between your message and the prospect’s trust. It can either build a connection or create a disconnect. Research by Gong indicates that 60% of customers are more likely to make a purchase when they feel that the sales rep is actively listening and responding with empathy, which is largely conveyed through tonality. This stat alone should make you rethink how much you focus on your tone during conversations. Tonality has been a crucial factor for me in my conversations with prospects. Here are 7 tips to master your tonality and make every conversation count: 1️⃣ Match the Prospect's Energy Listen to how they speak and mirror their energy. If they’re upbeat, match it. If they’re calm, slow it down. 2️⃣ Use Pauses Effectively Silence isn’t awkward—it’s powerful. Pausing after a key point lets the message sink in and shows confidence. 3️⃣ Emphasize Key Words: Highlight the most important words in your sentences by slightly raising your tone. It draws attention exactly where you want it. 4️⃣ Control Your Volume: Lowering your voice can make your message more intimate and persuasive. Raising it can signal urgency or excitement. 5️⃣ Vary Your Pitch: A monotone voice can lose attention fast. Varying your pitch keeps the conversation dynamic and engaging. 6️⃣ Practice Active Listening Respond with empathy. A slight nod or “mm-hmm” in the right tone can make prospects feel truly heard. 7️⃣ Smile While You Speak Yes, even on the phone. Your smile can be “heard” in your tone, making you sound more approachable and positive. Remember, it’s not just the words that close deals—it’s the tonality that makes those words stick. Make every conversation count 😉 PS: Bonus Tip in Comments 📌 Stop Selling Start Building ✌️ =================== Don’t build a pipeline. Build a community. Subscribe to the “Stop Selling. Start Building: SalesPro-Ductivity Newsletter” starting in October. Comment “I want to build” or slide me a DM to be on the waiting list. Stories, Tips & PoVs > Sufi R.

The 10.000€ Opportunity I Almost Missed Last week, I nearly lost a major client simply because I hadn't followed up. The initial call went great - they were enthusiastic, we discussed next steps, and then... silence. Six weeks passed before I remembered to check in. By some miracle, they were still interested, but they mentioned they'd almost gone with a competitor who had been consistently following up. This experience reminded me of a striking statistic: 80% of sales require at least 5 follow-ups, yet 44% of salespeople give up after just one "no." The hard truth? Most of us are leaving money on the table by not following up effectively. Here are four simple strategies that have transformed my follow-up process: 1. Create a systematic follow-up schedule (Day 1, Day 3, Day 7, Day 14, Day 30) 2. Vary your communication channels (email, call, LinkedIn message, etc.) 3. Add value with each touchpoint (share an article, case study, or industry insight) 4. Use a CRM to track all interactions rather than relying on memory Following up isn't about being pushy—it's about being persistent and professional. Your prospects are busy people juggling multiple priorities. Sometimes, your solution simply falls off their radar. Have you experienced a similar situation where consistent follow-up saved a deal? Or perhaps lost an opportunity due to inadequate follow-through? . . . #SalesStrategy #BusinessDevelopment #LeadGeneration #ProfessionalGrowth

Great salespeople don’t ‘follow up.’ They do this instead. “Just checking in…” “Following up on my last email…” “Wanted to see if you had any thoughts…” We’ve all sent these. We’ve all ignored them too. Because let’s be real - “following up” doesn’t add value. It just reminds the prospect that you’re still waiting. Great salespeople don’t just follow up. They move the conversation forward. Here’s how: - Bring something new. A fresh insight, a relevant case study, a recent industry shift. - Make it about them. Tie your message to their goals, challenges, or priorities. - Ask a smart question. Not “Did you see my email?” but something that makes them think. A real follow-up creates momentum. If your message doesn’t do that, it’s just another nudge that goes ignored. How do you follow up in a way that actually works?

Ever felt that your apologies fall flat, leaving things unresolved? 😬 Over the years, I've learned that a sincere apology goes beyond just saying "I'm sorry." Research by Dr. Gary Chapman and Dr. Jennifer Thomas emphasizes understanding the five languages of apology, which is crucial at work. Mastering this can effectively mend professional relationships. Last month, I had a situation with a long-term client who felt undervalued due to a miscommunication on our end. Here’s how I managed to turn things around using these 3 tips: Acknowledge the Impact I took the time to understand and articulate how our actions affected them. Expressing empathy was crucial.  (My words: "I realize our actions made you feel undervalued. I’m truly sorry for that.") Take Responsibility   I avoided excuses and took full ownership of our mistake. Research from Ohio State University indicates that taking responsibility is key to an effective apology.  (What I said: "I was wrong to interrupt you during our meeting, and it was disrespectful.") Offer to Make Amends I showed my commitment to correcting the mistake and preventing it from happening again. This step was essential for rebuilding trust.  (Words: "I want to make it right. How can I support you moving forward?") By following these steps, not only did I manage to retain the client, but I also strengthened our relationship. --- What about you? Ready to master the art of a sincere apology and strengthen your professional relationships? Share your thoughts or experiences in the comments below! P.S. Don't forget to repost this for your network ♻️ Thank you! #theBEschool #Communication #ProfessionalDevelopment #PritsZav #Relationships LinkedIn LinkedIn Guide to Creating

What do you do when a customer is being condescending and disrespectful—but you still have to help?   That’s the question a customer service professional asked me recently, and it stopped me in my tracks. Because I know how common—and how tough—this situation is. You’re doing your job. You’re showing up with professionalism and empathy. But the person on the other end of the call or counter? They’re crossing a line. Introducing my "Respect is a Boundary" method—this is your go-to strategy for tackling disrespectful or condescending customers head-on. Here’s how to implement it: 1. **Recognize Your Worth** 💪     You deserve respect—this is a non-negotiable.     It’s not a privilege; it’s essential. 2. **Don’t Absorb Negativity** 🛡️     Take a deep breath.     Control your tone and stay composed. 3. **Respond Clearly and Professionally** 🗣️     Use this phrase: "I want to help you, and I need us to keep this conversation respectful so I can do that."     This approach is not just acceptable; it’s crucial! **Why is this method so effective?** - It sets clear expectations. - It upholds your professionalism. - It instructs customers on how to interact with you. Remember, we get the behavior we tolerate. By addressing disrespect directly, you protect yourself and steer the customer toward more constructive communication. The next time you face a disrespectful customer, confidently apply the "Respect is a Boundary" method. Watch how it turns a challenging interaction into a respectful and productive dialogue! What’s your biggest challenge when dealing with disrespectful customers? Share your insights below! 👇

Have you encountered angry emails before? Very early in my career, I was in a product management role where I had to deal with internal and external partners alike. There was this email from a partner that came with a specific request but it couldn’t be done. And being young and inexperienced, I just replied accordingly in a straightforward way that it cannot be done. Then, the angry email came. And my boss’s boss was copied. I was very scared. My career was going downhill before it could even go uphill! She immediately took me aside to coach me on what happened - I hadn’t sensed the urgency and concern and had responded without empathy. Hence, the partner was very angry. She laid out a framework to respond, and asked me to try again. I applied the framework and interestingly the partner simmered down and we could work together thereafter to address his concerns. Here’s the framework: - Empathise by acknowledge their frustration/concern. - Explain what we have tried thus far. - Provide context or reason if we cannot support. - Offer some alternatives if possible. Over the years, I’ve also applied other techniques of effective email writing: 📧Use the @ function in Outlook to attention to the recipient prominently I.e. @jene.lim@experian.com 📧Your ask should be prominently in the first two sentences, with context and details below if reader wants to read. 📧Write to address intent (understand where the other party is coming from). 📧Ask a few questions in a go with different scenarios to avoid to and fro. For instance, “ Do you have this? If yes, what is the price? If no, what else can you offer etc.” 🙋♀️How about you? What’s your tips on writing good emails? #career #work #personaldevelopment #effectiveness #jenelim

Getting Email Etiquette Right: Clear, Neuroinclusive Communication Email can be a minefield—too short and it seems abrupt, too long and it’s overwhelming. Have you read into an email and thought it was rude, abrupt or said something completely different to what it actually said? Did you find it hard to know what to do next? For some neurodivergent people, unclear language, implied meanings, or hidden expectations can make emails a source of stress. Here’s how to keep communication clear and more neuroinclusive: Be direct, not vague – Say what you mean. Instead of “Let’s catch up soon,” try “Are you free on Thursday at 2 PM for a 15-minute call?” Avoid reading between the lines – Not everyone picks up on subtle cues. If you need something, state it explicitly rather than hinting. Structure matters – Use bullet points, short paragraphs, and clear subject lines to make emails easier to process. Clarity over politeness overload – While greetings and sign-offs are important, excessive niceties (“Just checking in, hope you’re well, no rush but…”) can dilute the key message. Set expectations – If a response is needed, say when: “Please reply by Wednesday.” If not urgent, make that clear to reduce pressure. Neuroinclusive emails benefit everyone—less stress, fewer misunderstandings, and clearer communication. What would you add to the list?