Here's what I consider to be a customer-friendly email structure:
1. Greet your customer
Use "Hi there" if your interlocutor prefers to call himself "FluffyBunny86".
2. Build emotional connection
Express your compassion, because you actually should
feel compassion: you're both playing for the same team.
3. Provide answer / solution
Be precise and clear with instructions. If you cannot help instantly and need more time to settle the matter, reply that the problem is addressed, and you will provide an update soon.
4. Close your message
Here is the part where you offer further help, thank for the feedback, wish a beautiful day.
There are some mistakes you should avoid
Keep it simple. Today's world has no time for prelude.
Be personal. First of all it is human-to-human interaction. People like talking to people people, not brand people.
Telling the customers the exact reason of their trouble works wonders.
Describe troubleshooting steps in people language and try to anticipate their further questions. This will create an idea of over-the-top service that exactly knows what customers want. Email scripts
Here I've gathered some typical situations
. You can adapt and use them, or create your own templates based on these examples.