Jennifer Y. Martelino

REQUIRED COMPONENT OF AN EMAIL Subject of letter Hi or Hello , If it’s a reply, say “Thank you for your query/reply/bringing this to my attention/letting me know your preference, etc.” Get straight to the point What does the customer want to know? Why have you sent them this letter? If it’s an apology, then say sorry here. Say sorry about the trouble we have caused the customer. Then acknowledge the customer’s frustration. EMPATHISE! E.g. I am sorry for the delay in delivery of your order. I perfectly understand how frustrating if is to be excited about an order and finding out that you are not going to get it any sooner. E.g. “I would feel the same way if I were in your shoes.” I would feel frustrated too if I were you” Keep the reader’s attention Break up long chunks of text into short sentences. Stick to one idea per paragraph/sentence. This helps to keep things clear. Rather than long lists, use bullets when giving options to the customer: E.g You may replace this order with a different item that is available and the price difference will be refunded to you or you will have to make an additional payment. You may wait for this backorder product to be available. Final details, call to action Give the customer the info they need. Tell them what they should do and give them everything they need to do it. The above bullet options could be an example of call to action, as well. For further reassurance Let them know that you sincerely are willing to help them if they need more assistance. Let them know how and when they can contact you. E.g. Please let me know if you need more assistance. I am happy to help. Thanks in advance. Darna Ravelo Amino Z FOR BEST CLOSING, I HAVE COME ACROSS THIS ARTICLE WHICH I THINK IS VERY HELPFUL AND RELIABLE: https://blog.boomerangapp.com/2017/01/how-to-end-an-email-email-sign-offs/ Please change your closing line of "Kind Regards" to the abovementioned article.