Have you ever gotten an email from someone that just didn't sit well with you? It happens all the time in customer service, too. In this video, learn three things you can do to make your emails read more naturally, closer to how you speak.
- Have you ever gotten an email from someone that just didn't sit well with you? But then you talk to the person on the phone, or see them in person, and realize it was just the tone of the email that got lost in translation. It happens all the time in customer service, too. That's why I'm going to share with you three things you can do to make your emails read more naturally, like you talk. First, write in a casual, conversational tone.
Emails shouldn't read like a formal business letter. They should be worded in a way that is casual and conversational. Instead of typing ABC Company apologizes for your experience, try something like, we're sorry about the issues you had at our Baldwin location last week. Write your emails the way you talk if you were having a face-to-face conversation with your customer, casually and conversationally.
Second, use lots of personal pronouns. I, we, me, you make emails read more like face-to-face conversations, and this fosters a sense of rapport. I've sent your feedback over to my quality team, or, we're sorry to hear about your experience, are fantastic ways to use more personal pronouns in your emails to make sentences read naturally. And third, express empathy.
Empathy is a powerful tool for creating rapport. When your email is in response to a problem or complaint, you need to make a point to convey empathy. I reached out to a company over email to tell them about a problem with my food box. The bag of lentils in my order had a hole in it. The reply from the company read, I'm so disappointed to hear that your lentils spilled during transit. I hate to think that you won't be able to fully enjoy your meals, and had this mess to clean.
I saw this response as personal, authentic, and different, and empathy is what gave the email these dimensions. When you sit down to write an email to a customer, focus on sounding casual and conversational. Make sure you use lots of personal pronouns, and look for opportunities to convey empathy. When you do these things, you'll be fostering a sense of rapport over email that mirrors face-to-face interactions.
- Identify how to build a rapport with customers through acknowledging concern.
- Explore the rapport building technique of yielding to customers.
- Break down how speaking in complete sentences during a customer service call helps to build rapport.
- Examine the ways to build rapport through a customer chat interaction.
- Identify the best ways to use rapport to disarm angry customers.