Customer Service Email Etiquette: 10 Golden Rules You Need to Follow

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Here are 10 golden rules of Customer Service Email Etiquette: Don’t misspell the name of someone in the body of an email. Also, don’t use Carbon copy or Italics. While these might seem like minor details, they can make a big difference. If you want to improve your customer service efforts, you need to follow these rules. Read on to find out how you can improve your customer service email etiquette.

Carbon copy

The term carbon copy originated in letters and subsequently adapted for use in emails. This practice means that people listed in the CC field also receive copies of the message, unless the message specifies otherwise. This is because people in the CC field will receive “reply all” responses from everyone else in the message. For these reasons, it is often useful to include a carbon copy. Here’s a look at how carbon copying in email can improve customer service and sales.

First, what is a carbon copy? This is a copy of a document with an under-copy sheet placed over it. The term is not to be confused with the family of photographic reproduction processes known as carbon prints. Traditionally, a carbon copy in a business letter was followed by a colon. Nowadays, the word “cc” (for “carbon copy”) is also used as a formal indication of distribution.

Similarly, when sending an email to customers, carbon copy is often used. This is because the recipient of the email is unlikely to read the email, and therefore would not know who sent it. The recipient does not see the carbon copy, so they do not see it. However, it is helpful to include a carbon copy in the email when you want to make sure that your email gets read by all those who need to know about the contents.

BCC (Blind Carbon Copy) refers to the use of “blind carbon copies.” In CC, recipients can see each other’s email addresses, so a prospective client can see the email address of the manager. With BCC, recipients do not know the other recipients. A person on the BCC list will only see their own email address, but cannot see anyone else’s. The use of BCC makes it possible to send an email that is private and confidential.

In customer service emails, carbon copies are a great way to protect customer privacy. In some cases, customers will open a carbon copy if it’s necessary to provide the service they need. Many customers do not like to be told their email is not private. So, a carbon copy can help prevent a customer from receiving a spam message. The use of CC is not an uncommon practice, but it’s important to avoid sending a carbon copy if it has sensitive information, such as confidential data.


When using italics in customer service emails, be careful not to overuse the style. Overuse of italics can dilute the effect of the font and distract your reader. Generally, italics are best used to emphasize certain parts of a sentence or paragraph. Instead of using bold or italics to emphasize key points, use them sparingly to create a more eye-catching message.

When using italics and bold, be sure to use one word per email. Use only one bold or italicized word, and be sure to capitalize proper nouns and the first letter of each sentence. Avoid writing in all caps, which is considered a faux pas. It is also important to keep your tone professional and polite, as a customer would perceive you as being unprofessional or rude.


When it comes to creating customer service emails, you’ll need to follow a few Bold customer support email rules. First of all, you can’t use bolding on every single piece of text. Bold’s bolding feature is an excellent way to organize your customer queries and responses. Moreover, it makes them stand out from other emails. While it may be tempting to go for a splashy font, it’s important not to overdo it.

Likewise, you’ll need to check the privacy policies of any external websites you visit from Act Bold. Although Act Bold doesn’t sell customer lists to third parties, it does share information with trusted partners who help with statistical analysis, providing customer support, or arranging delivery. Act Bold will only share personal information with these partners when it’s absolutely necessary to deliver the services you request. It may also use personal information for research and to contact you via survey.

Misspelling someone’s name in an email

It’s annoying to reply to everyone and misspell someone’s name in customer service emails. A recent example of this was the NHS, which caught employees in a “reply all hell” when they sent out a test email to 1.2 million people and some of them started replying to them all, asking what was wrong. The result was a major email system breakdown. It’s important to remember that spelling someone’s name correctly can have both positive and negative consequences.

If you’re unsure how to spell someone’s name, offer an excuse for the error. While not a serious offense, the correction can be seen as a sign of disrespect. Using a friendly tone in your correspondence can help you avoid such a situation. Try offering a reasonable explanation for the mistake. If the person is not offended by this, they’ll be less embarrassed about it.

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