5 Email Etiquette Tips for an Excellent Customer Experience

Reading time:
Email etiquette tips

Customer service etiquette: your top growth strategy.

Email isn’t just a resource for communication—strong client email etiquette is a tool to make great impressions on those you do business with.

After all, every email sent is an opportunity to show customers who you are as an individual and as a company, so don’t underestimate the power of a well written, helpful, and clear message! Use these email etiquette tips to accent the quality attention you already give your customers:

Etiquette rules for excellent customer service.

Write in a friendly tone. Tone can be tough to illustrate through writing, and equally tough for the reader to interpret. That’s why it never hurts to be extra friendly. When you do, you’ll leave no doubt in the reader’s mind that your intention is to be kind and helpful.   

Use proper grammar. Write in a way that represents you and your business well. It’s awfully tempting to correspond the way we might in a text message — without regard for punctuation, spelling, and grammar — especially when replying from a smartphone.

Instead, focus on a professional writing style, just as you would in a handwritten letter, and then find other ways to give your message a casual vibe, if that’s your goal.

Respond responsibly. Keep the conversation organized by always responding to the thread when replying to an email. Respond to all new items — unless the issue has come to a natural conclusion.

When a topic doesn’t require more attention, “Thank you!” is a great way to wrap up a thread. In the spirit of lessening superfluous email, only send this type of message to the individuals who need to know you’re on board, rather than the entire group.

Offer assistance. Include an offer of assistance to show your commitment to providing an excellent experience. The other party may not take you up on the additional help, but knowing it’s an option can have a powerful impact on your professional relationship.

Tailor your offer of assistance to the situation, or provide a general one such as:

If there is anything more we can do for you, please do let us know. We’d love to help!

Make the call. Great email etiquette is also about knowing when email doesn’t cut the mustard. Last-minute cancellations, urgencies, sensitive issues, or confusing topics might warrant a phone call instead. Your customers will appreciate the extra effort!

Customer service still matters. See the real, bottom-line impact it can have on your business in our free ebook!

Additional reads you may find interesting...

View All

Reflections on fallout

Square title card with circular-cropped head shot: The art and challenge of business services, Justin Dunham, ércule
Small Business Tips

The art and challenge of business services—with Justin Dunham of ércule

Customer Feature

Ruby customer feature: Rapid resourcefulness with Ashton Taylor

Small Business Tips

Forced changes and success with Loren Feldman

Small Business Tips

Get more clients like that one. You know the one.

Small Business Tips

Business live chat: Have your cake and eat it too.

Small Business Tips

Small business resourcefulness with Loren Feldman

Small Business Tips

Omnichannel customer experience: what it means and how to do it right

Small Business Tips

[Infographic] The #1 secret of successful law firms.

Small Business Tips

Use Ruby to schedule appointments and save time.

Small Business Tips

Automated lead capture: Why you need it and how it works.

Small Business Tips

[Infographic] Telehealth in 2021 and beyond.

About Ruby

This Women’s History Month, #ChooseToChallenge with Ruby.

Small Business Tips

PPP loans have relaunched in 2021—with an exclusive application window for small businesses.

Small Business Tips

Too many customers? Here’s how to make a spike in demand work for you.

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the cancelled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner.