When replying to a customer—particularly if it’s your first time engaging with them—it’s important to provide a bit more context. Specifically, make sure to include:
1. Who you are: Briefly introduce yourself, your name, and your role at Swazzy.
2. Why you're contacting them: Mention what this is in relation to (e.g., a transfer, dispute, billing clarification, etc.).
3. The issue at hand: Clearly explain what the matter involves (e.g., pending transfer for Internet Account 6177629).
4. What assistance do you require: Specify what you’re asking them to provide and why—this helps them act promptly.
5. Any urgency or timelines: If applicable, state if there’s a time sensitivity or if this is a follow-up.
Example:
Subject: Request for Latest Telco Bills – Internet Account 6177629
Hi Garry,
My name is Willy Wibowo, and I’m part of the provisioning team at Swazzy.
We’re currently handling the transfer of Internet Account 6177629 across from your service. To proceed, we require the most recent telco bills to ensure a clean transition and validate the service details.
Could you kindly send through the latest bill when convenient?
Appreciate your help,
Will