Although providing customer service is an aspect of every role, there are certain sectors where customer service is the main part of the job. Common employers include retail stores, call centres, and businesses in the travel and hospitality industry. If you are applying for such a role, you need a customer service cover letter that conveys your commitment to help the business build a strong, positive brand, and that you will go above and beyond for customers.
A cover letter is relatively short, so you must succinctly persuade the reader that you are a serious contender for the job, not to be overlooked. It should reflect the warm and friendly personality that you know is essential in a customer service role, and your passion for giving customers a positive experience.
With this in mind, what should a customer service specialist consider before getting started writing an impressive cover letter? How do you make sure the reader engages with your cover letter and decides to advance your job application to the next recruiting stage?
This is what you can expect to learn from this writing guide and our adaptable customer service cover letter example:
- The best format to use for your customer service cover letter and the essential paragraphs
- How to ensure every paragraph in your cover letter makes an impact on the reader: header, greeting, introduction, body and conclusion
- Writing psychology considerations
- The most effective way to avoid making any mistakes.
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Best format for a customer service cover letter
Having a clear idea of the right format for your customer service cover letter should make the writing process seem easier. These are the key elements that all cover letters should have in common:
- Header of the cover letter
- An appropriate greeting
- Introduction of the cover letter
- The main section, or body of the cover letter
- The final paragraph with the conclusion and call-to-action
It is often not necessary to have experience in customer service to secure a role, and you likely won’t be required to hold a specific educational qualification. Many companies offer on-the-job training. The overwhelming purpose of your cover letter is to convince the employer that you're a people person, who loves being around and helping customers every day. You need to be a strong communicator and be able to work in a fast-paced environment. It is also often necessary to be a target-driven individual, as many customer service roles offer bonuses based on achieving specific goals. A desire to help customers, deliver excellent service, and ensure the organisation is well represented are key for these roles.
Leave the reader with no doubt that you understand the day-to-day elements of this customer service role, and how you would manage those.
This customer service cover letter example is a good starting point to gain a better understanding of what you could write in your own. You are welcome to adapt the wording to fit your situation, or simply get some ideas.
Dear Mr. Coulls,
I’m excited about the possibility of filling the role of Customer Service Advisor at JJP Sports. For the past seven years, I have held that position at Sports for You. With this store now being closed due to Covid-19, I am seeking my next opportunity and challenge.
Throughout my career as a Customer Service Advisor I have proved to be a team player, with an ability to build a rapport with my colleagues and with customers. I am focused on delivering exceptional service to anyone who enters the store. My goal is for all customers to leave with the feeling that I’ve exceeded their expectations.
I understand the importance of a strong employer brand, which includes ensuring that customers leave positive reviews. This is something I am wholeheartedly committed to achieving. I pride myself on being professional at all times, even when dealing with difficult customers.
With a passion for sports, I feel that this is the industry I’m meant to thrive in, and it would be great to bring my enthusiasm to JJP Sports. I’m particularly excited about working with your brand following your recent collaboration with Athens Athletic — a team I’ve supported my entire life.
It would be my pleasure to elaborate on my experience during an interview, while learning more about your business.
Best regards,
Brian Polo
Cover letter header
The header of the cover letter is the section at the top that contains your vitally important contact details: phone number, email and if relevant, a mailing address. Displaying this information prominently in the header should enable the hiring manager to easily get in touch with you, ideally to schedule an interview. In some cases, Some recruiters don't even continue further to reading your CV if your cover letter makes enough of an impact.
Double-check your contact details before submitting
Make sure you double-check that your contact information is correct and current. If you have any good recommendations on your LinkedIn profile or other social media, be sure to include the URLs in the header.
The purpose of the cover letter header: Prominently display essential contact information so the hiring manager can readily get in touch.
Cover letter greeting
No one knows more about a positive greeting than a customer service professional. Your cover letter greeting provides the first impression that hiring managers will have of you. While a friendly tone is desirable, you should also be courteous and professional.
Just because it’s reasonable to greet your customers with ‘hello’ or ‘hi’ does not mean you should use such a greeting in a cover letter. It can come across as a little too informal and unprofessional.
Instead, “Dear Mr/Mrs/Ms. Surname” is always your best salutation option. Many job ads do not specify who your job application should be addressed to. Strive to find out on your own, either by searching online or in a telephone or email inquiry. If those attempts are unsuccessful, it is perfectly acceptable to use “Dear Hiring Manager or Recruitment Team.”
If you are addressing someone by name, be absolutely sure it's spelled correctly. Seeing your name misspelled is always a turn-off, and on a job application name, and it's even worse when on a job application.
The purpose of the cover letter greeting: To demonstrate that you know how to greet a customer, and have a sense of when it's appropriate to be more formal.
Cover letter introduction
The reader of your cover letter will want some insight into how you would treat a customer as they enter the shop, speak to you on the phone or send you an email. The introduction to your customer service cover letter is the place to provide it.
From the start, you want recruiters to gradually build some certainty that you are the perfect person for this job. To do this, they need to get a clear understanding of what you believe great customer service is and what your interactions with customers will be like.
Not every customer will be a delight to deal with. Some will be extremely challenging, and you must ensure the reader is confident you can deal that kind of pressure. Get to the crux of your experience and provide relevant examples.
The purpose of the cover letter introduction: Describe your experience in just a few sentences, making the recruiter intrigued enough to read on.
Take a look at our cover letter greeting and introduction sample below for ideas you can apply to your own..
Dear Mr. Coulls,
I’m excited about the possibility of filling the role of Customer Service Advisor at JJP Sports. For the past seven years, I have held that position at Sports for You. With this store now being closed due to Covid-19, I am seeking my next opportunity and challenge.
Cover letter middle part (body)
The middle part, or body, of your cover letter is the place to highlight the most significant aspects of your career to date. Although you want to keep your letter relatively short, this is the space where you can get your main points across. Try to quantify the accomplishments you mention if possible. This is particularly helpful to employers filling customer service positions, as quantifiable data will be part of your everyday role.
If you are applying for a role within a call centre position, for example, the hiring manager will want to know how many calls you can handle within a specific time period.
This is particularly relevant for customer service roles, as quantifiable data will be part of your everyday role.
If you are applying for a role within a call centre for example, the hiring manager will want to know how many calls you can make, and what targets you have achieved. Making note of targets you have achieved will also give them a sense of whether you are motivated by these.
Hiring managers also want to be sure that you will be patient with customers and do your best to give them a positive experience. After all, if they don’t receive excellent service, they may not return, and they might write a negative review.
Word of mouth is important too. More people will discuss bad experiences than good.
Leave the reader with no doubt that you are passionate about delivering excellent service and that you will go above and beyond the call of duty to ensure customers are happy. You will need to come across as engaging, personable, and an extrovert by nature.
The aim of the body of your cover letter: Convey that you are passionate about customer service and what would a typical experience would be like for the customer? How would they feel after speaking to you?
Our customer service cover letter sample illustrates what you might include in the middle part:
Throughout my career as a Customer Service Advisor I have proved to be a team player, with an ability to build a rapport with my colleagues and with customers. I am focused on delivering exceptional service to anyone who enters the store. My goal is for all customers to leave with the feeling that I’ve exceeded their expectations.
I understand the importance of a strong employer brand, which includes ensuring that customers leave positive reviews. This is something I am wholeheartedly committed to achieving. I pride myself on being professional at all times, even when dealing with difficult customers.
With a passion for sports, I feel that this is the industry I’m meant to thrive in, and it would be great to bring my enthusiasm to JJP Sports. I’m particularly excited about working with your brand following your recent collaboration with Athens Athletic — a team I’ve supported my entire life.
How to close a customer service cover letter (conclusion and sign-off)
The conclusion of your customer service cover letter will need to be as strong as the introduction. You want to reinforce your interest in the role and your relevant experience. Be careful with the language you use in the sign-off, as the last thing you want is to sound presumptuous. Avoid saying ‘I look forward to my interview’ or similar language that suggests you expect an interview.
You can show your interest without coming across as demanding or pushy. The conclusion is the right place to write something that makes the reader want to find out more in your CV.
Leave no doubt in the hiring manager’s mind that you are enthusiastic about progressing to the interview stage and that you will welcome the opportunity to meet. This can serve as a call to action, making the recruiter more likely to get back to you.
The aim of the conclusion/sign off: Reaffirm your interest in the role and leave them with no doubt that your application should progress to the next stage.
Take a look at the cover letter conclusion sample below, which you can modify to suit your situation.
It would be my pleasure to elaborate on my experience during an interview, while learning more about your business.
Best regards,
Brian Polo
Writing psychology: how to show your credentials
Keep in mind what you want to portray in your cover letter. As a customer service professional, As a customer service professional, you need to leave the reader convinced that you are a positive, friendly, approachable individual with a great track record and passion for delivering a high standard of service. Think about it being your own business — what key skills would you look for in candidates applying for a customer service role?
These are the main goals of a customer service cover letter:
- Ensure the reader understands your vision of great customer service and how you will provide this.
- Provide examples of your customer service experience and quantify where applicable — for instance, working to specific targets.
- Inform the reader about your approach to delivering excellent customer service.
- Provide examples of any important achievements.
You must tailor your CV to the type of role you are applying for. Customer service roles differ from each other, depending on the industry. For instance, a customer service role in a call centre will often be heavily target-driven. But while upselling is part of a retail customer service role, it may not be the priority. The hiring manager will be more interested in your ability to communicate face-to-face. It is important to adapt your customer service cover letter to the role you are applying to.
Always quantify experience where appropriate
As discussed throughout the guide, there are different types of customer service roles, and you should adapt your cover letter based on the job requirements.
For instance, discuss the average number of calls you can handle in a day. Hiring managers appreciate having facts and figures to quantify your capabilities. Browse through our cover letter examples for ideas you might be able to apply.
Customer service cover letter with no experience
It is not always necessary to have experience in customer service to acquire a job within this specialism. Some businesses will be more than willing to train you if you have the necessary ‘soft skills.’
These are some ways to improve your chances of progressing if you have no customer service experience.
- Leave the hiring manager with no doubt that you are a positive, friendly person.
- Talk about your desire to help customers and the fact that you will always go the extra mile.
- Mention any transferable skills you have that apply to the role.
- Talk about any jobs you’ve had that were target-driven.
Use positive language
As a customer service professional, you would be expected to have expertise in using positive language. This should be reflected throughout your customer service cover letter.
For example, never say ‘I am unable to’, focus on what aspects of the job specs you can do.
Positive communication releases dopamine in our brain, which makes us feel good. On the other hand, negative communication releases cortisol, which makes us feel uncomfortable and panicked. So be aware of the language you are using throughout your cover letter. You are aiming to make the reader feel good.
How to avoid making mistakes in your customer service cover letter
Two key requirements in a customer service role are to be organised and pay attention to detail. This makes it crucial to ensure your cover letter is flawless. Even minor mistakes can be off-putting, so make sure you double-check (and even triple-check!) it before submitting.
These are some aspects to be especially careful with:
- Spelling and grammar. Of course, the spelling and grammar used in your cover letter should be checked for accuracy. There are free tools you can use for this, such as Grammarly. It's also a good idea to ask a friend or family member to check it over for you too.
- Stick to the point. It can be easy to get carried away when writing your cover letter but cover letters should always be short and to the point. You only need to include the most important elements. Your CV will provide more detail.
- Use positive language. As we talked about earlier in the guide, it is important to ensure you stick to positive language. Don’t discuss what you can’t do, only focus on what skills and experience you have that are relevant to the role.
- Don’t forget the formatting. An attractive layout, design and formatting, with a visible header and perhaps a touch of color, can go a long way in making your cover letter stand out. Using one of our free cover letter templates can help you accomplish this quickly and easily.
Key takeaways
- Talk about your idea of great customer service and what that looks like to you.
- Provide concise examples of when you have delivered exceptional service and quantify it where relevant.
- Keep your cover letter short, with only relevant information, and use positive language throughout.
- Leave the reader feeling happy and excited after finishing your cover letter, and keen to learn more about you.
- Make sure your formatting catches the hiring manager’s interest while remaining professional and attractive.
For more inspiration and ideas, take a look at some of our other cover letter examples and writing guides:
