Notes

Opening:
- Start with Hi (Customer's Name).
- Open the email as per the below examples.
- Examples:
1) Thank you for writing in.

Paraphrasing:
- It should always start with "We understand that".
- Briefly explain the issue here.
- Ex: If customer says "I ordered an item and it is faulty. Can you process the refund".
Paraphrasing: We understand that you have purchased "Name of the item from SA" from Flipkart and it is not working as expected.

Empathy:
- Never start empathy with "I/We understand that" because if you use this, it becomes paraphrasing.
- Empathy should be used based on customer's issue with the intention to acknowledge his emptions.
- The below examples of Empathy statements are very basic statements and can be used for any customer query. All you have to do is read the customer's query and choose the right one.
- Examples:
1) We know how important it is for you to get the issue rectified.
2) We know how important it is for you to get the required information.
3) We can relate to your concern and know how important it is for you to get a resolution for your issue.
4) We can relate to your concern and know how important it is for you to get information around your query.
5) We know how eager you must be to get the issue resolved.
6) We know how eager you must be to get the required information.

Apology:
- If customer expressed dissatisfaction with the product or Flipkart, you have to apologize.
- The below examples of Apology statements are very basic statements and can be used for any customer query. All you have to do is read the customer's query and choose the right one.
- Examples:
1) We are sorry for the trouble caused to you due to this issue.
2) We are sorry for the trouble caused to you after buying from Flipkart.
3) We are sorry for the trouble caused to you.

Assurance:
- Always assure the customer of assistance.
- Examples:
1) We will be happy to help you with this issue.
2) We will help you with your issue.
3) We will provide you with the information regarding your request.
4) We will share all the necessary details with you to address your issue.

Resolution:
- Provide resolution as per YODA / SA.
- Customize the response appropriately. In most of the responses, the apology statement is already available. Remove that and customize it as per the information shared by me.

Post Resolution:
- Always thank the customer for reading the response and understanding it.
- Example:
1) Thank you for your patience and understanding.
2) Thank you for your patience.
3) Thank you for your understanding.

Offer additional assistance:
- Before using the closing statement, you must ask the customer if the shared information is helpful and if he has any other concerns.
- Examples:
1) We hope the information provided was helpful. Please reply if you have any other questions or concerns. We would be happy to help you.
2) We hope the information provided was satisfactory. If you have any other questions for us, please reply to this email. We would be happy to help you.
3) We hope the information provided resolves your issue. For any other queries, please feel free to send an email to us. We would be happy to assist you.

Closing:
- Appropriate closing statement should be used in all the emails:
- Examples:
1) Thank you for choosing Flipkart. Have a nice day.