Please note: Your tickets are direct communication with the customer, not MyDeal. Please do not address your responses to MyDeal as we will not be receiving them.
Greeting – Greet all the people by name. If you do not yet know their name, please use “Hello”. Avoid the use of impersonal greetings ("Dear Friend", “Hello Friend”, “Hello Customer”, “Hello Buyer”)
Content – Write short, concise sentences, and group them in short paragraphs that make topical sense.
Actions – The questions that are asked or the activities requested in response are called actions. These should be communicated first, at the top of an email body. If you are the recipient of an email that contains questions, it’s important to answer all of them. Don’t forget to send updates or interim messages to customers while you’re working on solving their issue.
Signing Off - Please use a friendly phrase such as: “With Thanks” to end your message.
Style: Simple. Friendly. Professional.
- Use capital letters appropriately, text in all capitals indicates shouting and is perceived as rude. Writing in all lowercase is also rude, as it can be seen that the sender doesn't care enough to respond in a professional manner.
- Pay attention to spelling and grammar. A great way to check the spelling is to use the Grammarly extension for your browser, or Spell Checker if using Chrome.
- Beware of misspellings, especially names, as the meaning of your message may be lost in anger or confusion.
- Avoid using abbreviations if possible
Grammar and punctuation: Clean.
- All sentences must end with a punctuation mark.
- Avoid too many question marks. Example: “What is the issue with the product???”
- Use commas where required to help with readability: In schools all over the globe, they are taught to put a comma wherever they would take a breath.
Please find some helpful response templates attached to assist you in providing excellent customer service.