Clear Writing for CX: Edit This Email With Me

BeyondTheTicket
May 7
2 min read

Updated: May 19

Sound human. Be clear. Stay sharp.

Writing well in support isn’t about fancy words. It’s about being understood, fast.

Every sentence you write shapes the customer’s experience. A reply that’s vague or cold doesn’t just fail, it frustrates.

Let’s walk through a real rewrite and break down what matters.

Hands typing on a keyboard in a dimly lit room with a soft lamp glow, creating a focused and calm atmosphere.

🧊 The Cold Original

Hi. We’ve reviewed your request, and unfortunately, per our policy, we are unable to offer you a refund at this time...

What went wrong?

– It sounds robotic

– Hides behind policy

– Offers no clarity or next step

– Misses the human on the other side

🔥 The Clear Rewrite

Hi [Customer Name], Thanks for reaching out, I understand this isn’t the outcome you were hoping for. I reviewed your request carefully, and while I’d love to offer a refund, the item falls outside our 30-day return window. Here’s the full policy: [link] As a gesture of goodwill, I can offer you a 10% discount on your next order. Let me know how you'd like to proceed, I’m here to help.

Why it works:

– Leads with empathy

– Explains clearly and calmly

– Ends with support, not shutdown