Customer Service Tip of the Day

Use humor appropriately. Avoid using sarcastic or ironic phrases. Follow the customer's lead and only speak in a joking manner if the customer initiates it first.

Email Etiquette Tips

There is no doubt that email is a convenient tool that has made our lives easier.  When used correctly, email helps us be more efficient, creates a written path of what was said to whom, and allows us to correspond with more people in a shorter amount of time.  When used incorrectly, email can make problems worse, upset people, and provide written documentation of things we wish we never said.  Here are some helpful ways to ensure email is used in a positive and productive manner:

1)    Never deliver bad news via email. 

We all know it can be tempting to email a customer when there is bad news.  Rather than calling them and subjecting yourself to the customer’s anger, you type out an email instead.  It is less confrontational and you do not have to deal with the customer directly.  You also do not have the opportunity to turn the problem into a positive interaction.  The customer cannot tell your tone, hear the sincerity in your voice when you apologize, or have a chance to air their concerns. 

Do not be tempted to hide behind an electronic front.  Call the customer and use your excellent customer service skills to smooth over the situation.  It probably is not as bad as you imagine it to be. 

2)    Use email for simple correspondence.

While email is not appropriate in all circumstances, it certainly has its place in today’s world.  Use email to ask simple questions, particularly when dealing with suppliers, carriers, or other internal contacts.  When dealing with customers, use email once a line of communication has already been established.  If it is your first contact, make it by phone.  Ask them follow up questions, touch base with them with updates to their issues, and email them when the issue is resolved to make sure they are completely satisfied.

3)    Keep emails short.

If it takes more than a couple paragraphs to fully explain something, chances are, it is too complex for an email.  It is hard to keep someone’s attention in a long email.  They may be missing out on something important if they skip some of the email.  A long email will likely cause the customer to reply back with an equally long email, and before you know it, it becomes a vicious cycle. 

4)    Use email to recap or confirm conversations.

You did the right thing by calling the customer instead of emailing, but now you are worried about not having a written trail.  After the conversation, send an email confirming what you and the customer just spoke about.  The customer will feel good because you took the time to email them and you will have a written trail just in case.  This is also a good opportunity to make sure you and the customer are on the same page.  There may have been something in your previous conversation with them that was misunderstood, and email follow up is a good means to uncover that.

 

5)    Be professional.

Email does not convey tone, and what you may think is funny, the recipient may interpret as rude.  Stay away from jokes, sarcasm, puns, and abbreviations.  Do not be overly casual in emails either.  This is not a time for you to say “Hey Mel, it was like pulling teeth but I finally got an answer for ya” when “Dear Melissa, I apologize for the delay in getting back to you, I was waiting for an answer” is much more appropriate. 

6)    DO NOT USE CAP LOCKS

In the online world, typing in caps lock indicates yelling.  Many times it is done harmlessly enough, so if someone does it to you, take the high road and do not do it back.

7)    Use email to keep lines of communication open

If you work in an environment where you can openly share your direct email address with customers, do so freely.  This can really work to your advantage!  At the end of a call, if ongoing follow up is needed, ask the customer if they would like your email address to keep in touch.  If they say yes, send them an email with your contact information.  This way they will have a link to you if they need to ask further questions or follow up for some reason.  The worst thing for a customer is to hang up and have another question a minute later, and be forced to call back and go over the whole story again with someone else.  You might be surprised how many customers will email you back with positive feedback!

8)    Be smart.

Never say anything via email that you would not say openly to others.  Email is like a loaded gun, it has the ability to quickly hurt someone with just one flick of the finger.  Yes, that customer is being a pain, and they have called you four times, and you just want them to go away.  And yes, your coworker messed up an order and you had to do the work to fix it.  And yes, this supplier is horrible and you have no clue why you still use them.  But would you want to say any of those things straight to those people?  Probably not.  So do NOT type that in an email.  Anything you write in an email can be quickly disseminated around tens, hundreds, or even thousands of people.  Be smart; if you are not sure you should say it, just don’t.

9)    Be careful of carbon copies (cc) and blind carbon copies (bcc) on emails.

This tip ties in quite nicely with number 8 above.  You received an email from a technician confirming a repair appointment with the customer.  Not realizing they had copied the customer on the email, you replied all “Thank you for doing this so quickly, this customer was crazy and we needed to get this done immediately.”  You were not acting smart with your reply and then you replied all.  You likely have some damage control to do with this customer. 

The same holds true for who you carbon copy on emails.  Read the whole chain of emails to make sure there is no confidential information at the bottom.  Many people have uncovered information they did not want or need to know by being carbon copied on emails that they should not have been copied on.

10) Do not hit send!

While email can make it easier to articulate your feelings, email also makes it easy to be aggressive and say things you would not normally say.  Emails are flying back and forth, tensions are rising, and in the heat of the moment you say something you regret.  The email is sent and there is no getting it back. 

In most emotionally charged situations, it is better to deal with the issue face-to-face, or at least over the phone.  But if it must be dealt with through email, save the email as a draft and re-read it before you send it.  Allowing your emotions to cool down might provide a new prospective.  You may decide to change a few things, or even not to send the email at all. 

Customer Service Tip of the Day

Always thank the customer for calling.  They will be happy that you acknowledged the time it took for them to call!

Customer Service Tip of the Day

Speak clearly.  If the customer cannot understand you they may miss some important points you discussed.

Customer Service Tip of the Day

Always give the customer your name and contact information.  This will save time if they have to call back.

Customer Service Tip of the Day

Use agreeing words to show the customer you’re listening.  Saying things such as "yes, I see, okay, sure, uh-huh" are good words to show you're engaged in the conversation.

Customer Service Tip of the Day

Give a final offer to help: "Is there anything else I can help you with today?"

Customer Service Tip of the Day

Listen first, talk later.

Customer Service Tip of the Day

Do not interrupt customers.  It will only make customers more upset!

Customer Service Tip of the Day

Let customers vent their frustrations.  Sometimes all they want is someone to listen to their concerns.

Customer Service Tip of the Day

Give customers numerous options on how the problem can be fixed.  Customers don't like to be forced into one solution.