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CUSTOMER SUPPORT TEMPLATES
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THIS WILL BE A VERY LONG POST THAT I WORKED ON PUTTING TOGETHER FOR YOU GUYS WHEN I HAD FREE TIME TO WORK ON IT OVER THE LAST FEW WEEKS IT'S FULL OF A LOT OF USEFUL INFORMATION BUT TAKE IT ONE STEP AT A TIME WORK ON GETTING ONE TEMPLATE SET UP THEN MOVE ON TO THE NEXT.
Hello guys I’m going to share with you my customer support templates. I believe in automating my business as much as I can. Using these templates I save time from having to redo the exact same thing over multiple times to just changing a few things. These are just a few templates but I recommend anytime you find yourself responding to anyone suppliers or customers make a template for it and just change a few things.
ALL I DO ASK IS THAT YOU CHANGE EACH TEMPLATE UP TO MEET YOUR OWN STYLE.
I hope you all find these templates useful
PS.
Some templates I will just give an overview and leave it up to you to take action just like does in ASM.
Thanks,
Peter
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REFUND INITIATED FOR ORDER... EMAILS
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We all get them they are no fun to see but a customer support based business you should never just delete them and move on. Bellow I share what I do when I get them. For the template you van use that also as a script if you were to call the customer however I have found that often times its better to just send an email rather then call as I have had a few upset customer for calling them. I have heard others such that have had great success with it so the choose is up to you whichever you either way you will get great feedback from your customers for your customer service.
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WHAT I DO
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Most the time these get ignored by sellers however what I do when I see these is I instantly remove them from the emails that go out that way they are less likely to leave a negative review/seller feedback. After I remove them (add them to the blacklist in the email tool) I send them the template bellow:
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THE TEMPLATE
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Hello [NAME],
This is [YOUR NAME] owner of [YOUR BRAND/COMPANY]. I noticed that you requested a refund though Amazon for your [PRODUCT] you just bought from us. As [CEO/owner] the main focus of [YOUR BRAND/COMPANY] is excellent customer service and completely satisfied customers.
I wanted to personally check in with you and see if anything was wrong with your l [PRODUCT]? As a family run business your business and satisfaction means everything to me, so please let me know if there’s anything I can do to help.
Thank you,
[YOUR NAME]
[CEO/OWNER] of [YOUR BRAND/COMPANY]
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HOW TO PROCEED AFTER YOU SEND THE EMAIL
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If I do not hear back from the customer I keep them from receiving any more email updates.
If I do hear back from the customer and they refunded it because they didn't like it I leave them off the email list but reply saying I'm sorry they didn't like it. I then ask them if they would mind sharing what they didn't like about it.
If I do hear back from them and there was an issue I follow up with this template:
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FOLLOW UP EMAIL IF THERE WAS A PROBLEM
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Hello [NAME],
This is [YOUR NAME] owner of [YOUR COMPANY/BRAND]. I am very sorry to hear that your [PRODUCT] wasn't working as it should, I stand by my product 100%. I am not sure what could have caused the [PRODUCT] to not want to [ISSUE THEY HAD WITH PRODUCT], whatever it may have been its NOT acceptable. I have sent you out a new [PRODUCT] with prime 2 day shipping for free of charge with no strings attached! It should show up on your doorstep in 2 days. However, if it does not show up by day 3 then please send me a message and I will look into where it is.
I truly apologize for any inconveniences this has problem may have caused you as a family run business your business and satisfaction mean everything to us.
I will be following up with you in a few days to see how your new [PRODUCT] is doing.
However, in the meantime please let me know if you have any questions for me,
[YOUR NAME]
Owner of [YOUR COMPANY/BRAND]
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3 DAYS AFTER PRODUCT SHIPS
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Hello again [NAME],
It’s [YOUR NAME] again, it has been 3 days now and you should have received your [product] by now. Please let me know if you have not received it and I can track down why it has yet to be delivered.
Regards,
[YOUR NAME]
[OWNER/CEO] of [COMPANY NAME/BRAND]
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AFTER YOU SEND THAT EMAIL
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I think by now you get the flow of things I will leave the rest up to you to respond accordingly.
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NEGATIVE PRODUCT REVIEW EMAILS
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We all get them at some point or another. First off I want to let you know don’t get too upset when you receive them. I know it is very unfortunate when you do get them but it’s just a speed bump on your journey in your business. I suggest if you get 2- 3 negative review that are addressing the same problem speak with your supplier as soon as you can to try to come up with a solution on how to stop it from happing. (Unless of course it’s an issue that the customer brought on himself or herself ex. I love these chocolates the flavor was excellent however my cat jumped up on the table and at them) that’s not an issue with your product rather the customer. I would still email the customer and offer a full refund that’s just how I roll my customer was unhappy. However I would not just go process the refund I would send out an email and if they respond that’s when I would send the refund.
ALWAYS RESPOND TO NEGATIVE REVIEWS AS ITS PUBLIC AND SHOWS YOU WANT TO HELP YOUR CUSTOMERS THOUGH ISSUES.
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THE TEMPLATE
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Hello [NAME],
This is [YOUR NAME] owner of [YOUR COMPANY/BRAND]. I am very sorry to hear that your [PRODUCT] wasn't working as it should, I stand by my product 100%. I am not sure what could have caused the [PRODUCT] to not want to work as it should, whatever it might have been its NOT acceptable
Please confirm that the shipping information bellow is the correct address to send the [PRODUCT] to and confirm that you will be in town to receive the new package we would hate to send you out a replacement if your out of town.
SHIPPING INFORMATION
[you can simply copy an paste the shipping information that is in the order details for their order PLEASE NOTE: DO NOT INCLUDE THIR PHONE NUMBER AS I HAVE NOTICED IT CAUSES PROBLEMS IF THEY KNOW YOU HAVE ACCESS TO THEIR PHONE NUMBER]
If the shipping information is correct and you will be in town then I will send you out a replacement right away with 2 day prime shipping at no cost to you and refund your order right away.
I truly apologize for any inconveniences this may have caused you, as a family run business your business and satisfaction means everything to us.
In the mean time please let me know if you have any questions for me,
Thanks,
[YOUR NAME]
Owner of [YOUR COMPANY/BRAND]
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WHY I DON’T INSTANTLY REFUND AND SEND OUT A REPLACMENT
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You can reword the email to do a refund and send out a replacement before you hear back from the customer but in my experience I have noticed that often if they don’t respond at all its not worth risking them not being home to receive the package and ideally changing the 1-3 start review to a 4-5 star.
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A FEW TIPS ON FINDING OUT WHO LEFT THE NEGATIVE REVIEWS
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IF THEY LEFT THEIR NAME ON THE NEGATIVE REVIEW
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Then go to the WHAT TO DO WHEN YOU FIND THEIR INFORMATION section
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IF THEY DON’T LEAVE THEIR NAME IN THE REVIEW
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Click on their review name which will bring you to their profile which shows all their reviews. They may have their name on that page if they do then please skip down to the WHAT TO DO WHEN YOU FIND THEIR INFORMATION part.
If they don’t however then see if they left a city and state on their page if they do then go to the WHAT TO DO WHEN YOU FIND THEIR INFORMATION and search the spreadsheet for the city and state. (IF THERE ARE MORE THEN ONE PEOPLE WHO ORDERED FROM THE SAME CITY/STATE THEN CONTINUE TO YOUR LAST OPTION THE “PUBLIC WISHLIST OPTION”)
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PUBLIC WISHLIST OPTION
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Look on the left side column for a public wish list if they have on click on it and then at the top it will say “Name’s Wish List” and right bellow that it will say “This list is for: “name” “ that will be their real name and you can then go to the WHAT TO DO WHEN YOU FIND THEIR INFORMATION.
That’s all the options I know of to get their order information so if you cant find it one of those ways then simply respond to their review it will be public so everyone can see it but unfortunately that’s all you can do.
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WHAT TO DO WHEN YOU FIND THEIR INFORMATION
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Go to your amazon seller central homepage. When you get there click on REPORTS then from the drop down select FULFILMENT. On that page you will see a right side column with different links look for the Amazon Fulfilled Shipments. Download that report for the last 30 days (that’s the max so if their order is over 30 days old you cant find their order information ☹). When you download it open it in an open office excel spreadsheet, excel or numbers if you have a Mac. Then search for their name or city/state.
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SELLER FEEDBACK RESPONSES
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I will leave this one up to you but come up with 10-15 different responses you can copy/paste into your seller feedback. What I did is I went though my seller feedback complied a list 5 the top 5 most popular responses and then just reworded them to be a little different each time.
My most 5 popular responses in no particular order were:
1.On the customer service
2. On the speed of the shipment
3. On an easy transaction
4. A complement on the product
5. A complement on the service and on the product itself.
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PRODUCT REVIEW RESPONSES
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Again on this one I will leave it up to you but you really should get a basic template set up that you can change up a little each time based on what the customer says about the product. Have one ready to go for good reviews as well as negative.
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EMAIL TEMPLATES
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In both the ASM 4 and ASM 5 Modules there’s great information on this so I wont cover it. If you need help with this then please go to the ASM Videos.